Client Success Engineer - FUGA

Apply Here: https://fuga.recruitee.com/o/client-success-engineer-new-york/c/new

Founded in 2006, FUGA offers distribution technology and services for the independent music industry. We have an extensive and growing international network of clients and partners in more than 50 countries. Our HQ is based in Amsterdam, the Netherlands, with offices in London, New York, Nashville Rome, Milan, Seoul, Tokyo, and representatives in Los Angeles, Paris, Germany and Sao Paulo.We operate in the heart of the music industry. FUGA connects distributors and record labels with digital service providers like Spotify, Apple Music, Amazon, Youtube and many more. FUGA's products & services provide a complete ecosystem for the digital distribution cycle. Clients manage, distribute and promote their music – and collect on their revenue.

What you do

Act as the second line support to the 1st line Client Support, Onboarding teams, and Commercial teams globally regarding technical issues with our products

Ask targeted questions to clients to quickly understand the root of the problem

Research and diagnose problems, collaborate with respective product engineering teams to resolve issues.

Run tests to ensure specific issues have been resolved

Track reported issues on Jira through to resolution and work within an agreed response time

Ensure all issues are properly logged

Keep up-to-date documentation that outlines problems and resolution process

Provide feedback to tech leads and the product team to help prioritise work to prevent future issues

Requirements

Have at least 3 years of proven experience in Client Success engineering, professional services, or sales engineering role

Basic coding skills in Ruby/Java/Python and can demonstrate the ability to troubleshoot code

Demonstrate the ability to understand API documentation and make manual API calls using POSTman or similar tools, and manual testing methodologies

Able to manipulate data and generate performance reports using SQL queries and spreadsheets

Good knowledge of GitHub and Atlassian products (Jira, Confluence, and Service Desk)

Excellent problem-solving and communication skills

Ability to provide step-by-step technical help, both written and verbal

Prior experience in the music industry and or digital supply chain is a BIG plus!

We Offer

An inclusive, collaborative and friendly environment, that encourages new ideas and challenges

Stable company with an excellent reputation and growth track record

You will be working in an international environment with the chance of development – both personal and professional

Solving problems for an exciting and creative industry

Competitive salary

Friday afternoon beers (when COVID-19 restrictions don't apply)