Senior Software Support Engineer

At Warner Music Group, we’re a global collective of music makers and music lovers, tech innovators and inspired entrepreneurs, game-changing creatives and passionate team members. Here, we know that each talent makes our collective bolder and brighter. 

Technology is one of the most important parts of our business. Whether it’s signing up new artists; ensuring we provide the right data to Spotify, YouTube, and other digital service providers; or helping artists use the latest AI tools and make thoughtful decisions with data-driven insights – technology plays an invaluable role in our success. The engineering team at Warner Music Group makes all of it a reality. 

• As Software Support Engineer you will be responsible for maintaining, monitoring and supporting key technical systems within Warner Music Group’s “Technology” organization. This role is a hybrid of site reliability engineering (SRE) and operations / customer support that benefits from adaptability, breadth of experience, customer orientation, and enthusiasm for supporting healthy and stable systems in production!
• You will work directly with a small team of Software Support Engineers, collaborate closely with a larger application development group, and you'll also partner with our operations teams to deliver our artists’ music all around the world.
• Ideal candidates will feel a strong sense of responsibility for the systems under their care, and value continuous improvement, knowledge sharing, communication and cooperation.

• Write clean and maintainable code in Java, Python and/or TypeScript depending on the project
• Monitor production systems in order to respond quickly to issues as they arise, while also improving automated monitoring capabilities to provide timely or advance warning
• Own root cause analysis (RCA) of outages, and implement fixes and improvements
• Debug and resolve systems errors identified by automated or manual testing
• Perform performance and scalability testing, identify bottlenecks, and implement improvements
• Work closely with business/operations users to troubleshoot, document and resolve issues they’re facing
• Execute manual workflows to support business/operations users, and write code to automate the same. Examples include: querying databases to generate reports, modifying AWS resources, or restarting failed jobs
• Improve CICD, such as by writing GitHub Actions or by modifying infrastructure-as-code (IaC) to provision new resources
• Improve your team’s knowledge base by writing playbooks and technical deep dives
• Be on-call to respond to high-priority production incidents

• You have 5+ years experience in a DevOps, Production Engineering, Site Reliability Engineering or similar role
• You have experience working with legacy code, such as Java 11
• You have used infrastructure-as-code (IaC) to provision and maintain public cloud infrastructure, such as in AWS
• You have experience with relational databases, such as Oracle or PostgreSQL
• You can troubleshoot user-facing issues involving desktop environments, networking, and web browsers
• You communicate effectively with technical and non-technical audiences
• You have been accountable for, responded to, and resolved issues within established Service Level Agreement (SLA) timeframes
• You operate effectively in a distributed team environment with colleagues from across multiple time zones

About us:

As the home to 300 Elektra, Asylum, Atlantic, East West, FFRR, Fueled by Ramen, Nonesuch, Parlophone, Rhino, Roadrunner, Sire, Warner Records, Warner Classics, and several other of the world’s premier recording labels, Warner Music Group champions emerging artists and global superstars alike. And our renowned publishing company, Warner Chappell Music, represents genre-spanning songwriters and producers through  a catalogue of more than one million copyrights worldwide. We’re the home to WMX – the next generation services division that connects artists with fans and amplifies brands in creative, immersive, and engaging ways – and Alternative Distribution Alliance (ADA) – the ground-breaking global distribution company for independent artists and labels. 

Together, we are Warner Music Group: Music With Vision & Voice. 

WMG is home to a wide range of artists, musicians, and songwriters that fuel our success. That is why we are committed to creating a work environment that actively values, appreciates, and respects everyone.  We encourage applications from people with a wide variety of backgrounds and experiences.

Copyright © 2023 Warner Music Inc.

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