Support Engineer

*Must be based and eligible to work in Argentina or Hungary

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 $200M 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 Support Engineer, you’ll be helping to ensure that our users' technical queries are resolved in a timeous and satisfactory manner. In this role, you will be responsible for working with different systems, software, and hardware and following standard procedures to escalate unresolved issues to appropriate internal departments.

Responsibilities:

• Respond to tickets in accordance with SLA guidelines, digging into complex issues;
• Reproduce issues in-house and respond promptly
• Perform triage, root cause analysis, debugging, and troubleshooting across BeatStars
• products;
• Test fixes to ensure the problem has been adequately resolved
• Act as the final point of escalation
• Receive onboarding training to make you a specialist in our products, system technologies, and network technologies.
• Participate in calls with other departments, helping to communicate progress updates, action plans, and resolution details;
• Always improve yourself and our customer's experiences.
• Work on global continuous improvement projects.
• Troubleshooting documentation

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, or 5+ years’ experience in systems administration or network engineering.
• Advanced troubleshooting skills in high technology systems, environments, infrastructures, and/or applications with a well-structured root cause analysis process;
• Previous experience with Zendesk or other ticketing systems
• 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 Network (e.g. LDAP, Load Balancers, Proxies, SSL);
• Experience with 1 or more web/application servers (e.g. Tomcat, Apache, IIS, NGINX, Jboss) is a plus
• REST API
• HTTP Protocol
• Advanced English skills (written and verbal);

This role might be for you if:

• You are a team player. You understand that flying solo is a limiting and isolating choice and know that making your team look good works far better than creating a one-man show.
• You are an expert communication router - being at the center of the information triangle among the market, team, and company, you know how to find the best method and style to communicate thoughts, ideas, and feedback.
• You have strong organizational and management skills; plus an ability to prioritize.
• You relate well to people and easily establish good relationships.
• You respond quickly and appropriately to the needs of others.
• You have a knack for explaining complicated things simply.
• You’re level-headed and cool under pressure. When things change, you know how to roll with the punches.
• You enjoy managing the big picture, as well as the small details.
• You will blow us away with your work ethic, your passion, your integrity, your attitude, and your energy!

Benefits

We're a small and growing team working together closely and operating with complete autonomy and freedom. This means you will have a direct impact on any project that you work on and your success will be felt across the company. Some other perks include:

• 100% paid medical, dental, and vision for employees and generous contribution for dependents - effective 1st day of hire!
• FSA/HSA
• 20 PTO days (+5 Days at 4 years tenure) and Routine sick days
• 10 Company Observed Holidays + 2 Floating Holidays
• Daily Meditation Session hosted by the CEO
• $250 Remote work reimbursement at hire and $100 annual remote work refresh
• 8 weeks of parental leave paid at 100%
• Company-sponsored Short Term Disability and Basic Life Insurance
• Voluntary Benefits (LTD, Accident, Additional Life, and 401k)
• Flexible work hours
• $70-month tech reimbursement
• $100/month Wellness Program through JOON
• Company observed Self-Care Days (4x per year)
• Virtual social events and a sense of community (even online)
• Global Recognition and Anniversary Program