Client Success Engineer

FUGA provides forward-thinking music distribution, technology, and marketing services to forward-thinking music companies. Working at the heart of the music industry with more than 800 clients, including Beggars Group, Epitaph, Naxos and Ninja Tune, FUGA is the world's leading full-service B2B music distributor.

FUGA works at the forefront of music distribution technology, connecting its clients with digital service providers like Spotify, Apple Music, and Amazon Music while helping them get the most from their music, whether that's with award-nominated label services, industry-leading revenue accounting, or using FUGA's suite of best-in-class products.

Owned by Downtown Music Holdings, FUGA is an independent company and is one of the very few distributors to sit on the highest preferred partner tiers for all the major DSPs.

Based remotely in Manila, Philippines and working as part of a small, international team of 3, we are looking for a Client Success Engineer to support our internal Operations team by handling data and technical issues from clients. The role is SQL driven, however, you'll also get to work on lots of operations projects; so being able to talk to operations people about operational issues, finding solutions and resolving problems is of the utmost importance.

This is a unique opportunity that would suit someone who enjoys a varied position, has an interest in technology but doesn't want to be in a fully technical role, and is happy being at the intersection between technology and business.

What You Do:

• Act as the second line support to the first line Client Support, Onboarding, and Commercial teams globally regarding data management, data analysis & issue resolution
• Research and diagnose technical problems, and collaborate with respective product engineering teams to resolve issues
• Help improve workflows within the digital supply chain through automation and optimisation of manual tasks
• Contribute to the FUGA platform by creating tools that enable coworkers and clients to manage their music catalogue more effectively
• Work together with FUGA teams to help clients onboard on to and support their technical needs within the FUGA platform
• Investigate and identify potential issues within our clients' catalogue that are live on our biggest digital service provider partners such as Youtube, Facebook, Amazon and Spotify
• 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
  
  

Who You Are:

• Able to manipulate data and generate performance reports using SQL queries and spreadsheets
• Excellent problem-solving and communication skills
• Enthusiastic about working in an exciting and creative industry
• Able to provide step-by-step technical help to clients, both written and verbal - must be a fluent English speaker
• Experience of data analysis with Big Query/data warehousing tools would be advantageous
• Able to understand API documentation and make manual API calls using POSTman or similar tools would be advantageous
• Basic coding skills in Python and the ability to troubleshoot code would be advantageous
  
  

Who We Are:

• A growing company with strong ambitions
• This role is part of a growing and resourceful international team, split between our head office in Amsterdam, satellite offices in New York, London, Los Angeles, Paris, Rome, Berlin and Seoul, with representatives in Rio de Janeiro, Bogota, Mexico City, Buenos Aires, Stockholm, Sydney, Singapore and Tokyo
• An international business environment made up of colleagues and clients around the world with diverse backgrounds in music and tech