23 feb
Beatstars
Monterrey
.
**About BeatStars**Since 2008 BeatStars has been the pioneering and go-to online music marketplace to connect millions of recording artists and music producers worldwide.
BeatStars is also the leading artist discovery tool for all the major and independent labels.
Most recently, BeatStars partnered with Sony Publishing to launch its publishing arm on the platform.Now, with over 3 million monthly active users, we've paid over $350M to our creator community.
We continue to support independent musicians with the tools, community, opportunities, and education they need to earn a living doing what they love.
**What You'll Be Doing**As a **Technical Support Engineer,** you'll be helping to ensure that our users' technical queries are resolved in a timely and satisfactory manner.
In this role, you will be responsible for working with different systems, software, and hardware following standard procedures to triage escalated customer issues and work to resolve those issues with the appropriate internal departments.
**Responsibilities**:- Respond to escalated support tickets within SLA guidelines, investigating and resolving complex issues- Communicate clearly and empathetically with users, keeping them informed throughout the resolution process- Reproduce issues in-house and conduct triage, root cause analysis, debugging, and troubleshooting across BeatStars products- Escalate issues requiring code fixes or developer intervention via Jira, ensuring accurate documentation- Prioritize and advocate for urgent responses when necessary, testing applied fixes and updating users accordingly- Engage in cross-functional calls to provide progress updates, action plans, and resolution details- Continuously develop product, system,
and network expertise through ongoing training- Contribute to global improvement projects and maintain troubleshooting documentation in Confluence- Proactively seek opportunities for self-improvement and enhancing the customer experience**What You'll Need**- Bachelor's Degree in Computer Science preferred, or Associate Degree and 2+ years' experience providing IT support in a similar IT organization- Solid understanding of web development and programming concepts- Advanced troubleshooting skills in complex technology environments, including a structured approach to root cause analysis- Previous experience with Zendesk or other ticketing system- Previous experience with Jira or other project management systems- Knowledge of object-oriented programming- Experience working with schemaless databases- Good level of hands-on generalist experience in 1 of these 4 areas: Java (e.G.
JVMS & components), Operational Systems (e.G.
Linux or Windows), Databases (e.G.
Oracle, SQL, Postgres), or Networks (e.G
Muestra tus habilidades a la empresa, rellenar el formulario y deja un toque personal en la carta, ayudará el reclutador en la elección del candidato.