At DISCO, we strongly believe in the uniqueness of thought, experience and perspective that can only be achieved through having an inclusive and diverse workforce. We strive to continue to make DISCO an incredible place to work by fostering a culture of inclusiveness, diversity, openness and collaboration. We value all different kinds of experience, so even if you feel you don't meet all of the necessary criteria for this position, we encourage you to apply.

What is DISCO?

DISCO is the industry standard for managing, organising and sharing music and other media. We make music and media workflow fast, intuitive and simple, directly connecting people and their work to save time. Today we count UMG, Sony, Warner Music, Netflix, Amazon and Rockstar Games among our customers, and over 250,000 people interact with DISCO each month. Our customers are super passionate about our product.

Location

United States - Eastern Time Zone

Role & Responsibilities

As a Support Engineer at DISCO, you will be responsible for ensuring that bugs, outages, and other technical issues encountered by our users receive proper attention and are handled with care. You will serve as a bridge between our users, the Support team, and Engineering/Product, facilitating the efficient flow of technical issues, and contributing to the overall stability and usability of the DISCO ecosystem. In this role, you will:

• Triage bugs escalated via the support team by assessing their impact, conducting advanced troubleshooting, validating fixes, and escalating to developers when appropriate.
• Efficiently manage the issue inbox and backlog, ensuring that issues are prioritized and addressed promptly, roadblock issues are identified, and new reports are linked to existing issues.
• Act as the primary incident lead during outages for Support, ensuring that outages identified by support staff are promptly escalated to on-call engineers, customers receive appropriate messaging, and support staff are given regular updates on the status of the outage.
• Provide support staff with formal training and ad-hoc coaching on the proper troubleshooting and ticket filing procedures.
• Work closely with Support team leadership and Engineering to prioritize bug-fixes and product improvements that would have the greatest impact both internally and externally.
• Provide direct end-user support to users who have encountered bugs and whose cases escalated to the Support Engineering Inbox by support staff, communicating with users in a courteous and professional manner.
• Act as the primary support contact for the DISCO API ecosystem.
• Assist with product documentation and the documentation of Support Engineering team policies and procedures as needed.

Skills

• Excellent customer service skills – you’ve spent enough time on the front-lines that you understand customer needs and you can effectively de-escalate an upset customer.
• Strong technical and analytical skills – you can diagnose and resolve complex technical issues that require a working knowledge of software development and information system architecture.
• You possess strong project management skills and the ability to self-motivate. You can effectively manage complex projects that require balancing competing priorities with minimal oversight.
• You have a basic understanding of how coding works – you’re not a professional programmer, but you’ve spent enough time around code that you can teach yourself how to parse a log file.
• Strong written communication skills – you have complete fluency in English and an excellent understanding of the rules of grammar and spelling.
• Cool headed – when there’s a complete system outage and customers are clamoring for help, you stay calm and feel comfortable taking control of the situation.

Requirements

• 2 years of direct customer-facing experience providing support for a SaaS product
• 2 years of experience as a Support Engineer or in a similar role where your teammates escalated bugs to you
• Experience working in an Agile/Scrum development environment
• Experience working with Enterprise customers and an understanding of SLA’s
• Experience managing projects using JIRA/Asana, or similar software

Nice to Haves

• Experience debugging software using developer tools
• Experience using Intercom or other chat-based support software
• Music-tech experience, music industry knowledge or a demonstrated passion for music
• Previous involvement in quality assurance or user acceptance testing, ensuring product updates meet quality standards
• Basic understanding of one or more coding languages
• Understanding of SAML or SSO, especially the ability to troubleshoot enterprise logins
• Hands-on experience with SQL
• Familiarity with APIs and integration processes

Benefits

At DISCO, our employees have told us what benefits mean the most to them, and we've listened. So as a DISCO employee, you will work remotely from home (or a co-working space) whilst being supported by a friendly and fun international team.

In addition, you will receive:

• A competitive salary in a fast-growing startup
• Medical/Dental/Vision- We contribute $300 per month towards these costs for US employees, which is automatically added.
• Four weeks of paid vacation leave per year
• Paid bank/public holidays as outlined in our Leave Policy
• Two weeks of paid sick leave per year
• Paid Parental Leave
• A company laptop
• Monthly internet allowance/reimbursement
• Office set-up allowance
• Annual learning and development allowance
• The ability to work how you want. We’re not heavy on rule books. Everyone is trusted to figure out the best way to work.

To apply for this incredible position, please submit your resume -- a cover letter is optional.

DISCO is an equal-opportunity employer. In addition, we will provide reasonable accommodations for individuals who have disabilities. If you require any reasonable accommodation to participate in the application process, please note this in your cover letter and we will reach out to you.

Please note that we do not accept unsolicited resumes from recruitment agencies.

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