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.

About the job:

• As a 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), operations support, and application development 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 Production Support Engineers, collaborate closely with a larger application development group, and you'll also partner with our operations teams to deliver our artists’ content 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.

Here you'll get to:

• Write clean and maintainable code in either Java, Python or TypeScript
• 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 resulting fixes and improvements
• Debug and resolve systems errors identified by automated or manual testing
• 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

About you:

• You have 4-6 years experience in a DevOps, Production Engineering, Site Reliability Engineering or similar role
• Experience working with legacy code, such as Java 11
• Configure, ideally through infrastructure-as-code (IaC), and maintain public cloud infrastructure, such as AWS
• Work with relational databases, such as Oracle or PostgreSQL
• Troubleshoot user-facing issues involving desktop environments, networking, and web browsers
• Effectively communicate with, and write for both technical and non-technical audiences
• Being accountable for, responding to, and resolving issues within established Service Level Agreement (SLA) timeframes
• Operate effectively in a distributed team environment, with colleagues from across multiple time zones