Client Engineer New York

  • FUGA
  • New York, NY, USA
  • May 17, 2019
Full time Software Engineer

Job Description

Founded in 2006, FUGA builds software and provides services for the digital music industry. We have an extensive and growing international network of clients and partners. Our HQ is based in Amsterdam, the Netherlands, with offices in New York, London and Milan and representatives in Paris, Los Angeles, Korea and Brazil.

We operate at the heart of the music industry with clients such as Ultra Records, Curb Records, Armada Music, Epitaph, Domino Recording Company and many more. FUGA connects these record labels, artists and distributors with online stores such as Spotify, iTunes, and Apple Music. By doing so FUGA enables its clients to optimize their business processes and successfully execute their strategy. FUGA's products & services provide a complete ecosystem for the digital product cycle. Clients manage, distribute and promote their music and collect on their revenue.


About the role:
The FUGA Client Services department is looking for an experienced, passionate, technically savvy professional to work in our Client Engineering (CE) team (based in our New York office). You will be working in a local team of 5 people, and will be the first technical team member in our New York Office. As an intrical part of the technical arm of the Client Services department, the Client Engineer will oversee both the ingestion of content from our label clients, as well as the delivery feeds to our DSP partners. Just as importantly you will be a go to person for wider team members when it comes to running data analysis, SQL queries and gathering other such business intelligence . The ideal candidate will also be capable of building tools (alongside our Development team) to help optimize and streamline existing process within the CS team.

Role:

  • Technical point of contact for our US clients, digital service providers and internally for the Client Services team

  • Work alongside the Client Engineering team based in our HQ in Amsterdam prioritizing and managing technical backlog

  • Advise and guide new clients and their development team when integrating with the FUGA platform

  • Escalate issues where appropriate to the Head of Client Services and/or the Development team

  • Investigate, troubleshoot, and where possible solve (technical) issues

  • Work with inhouse Product Owners to help develop tooling that will assist clients and/or internal FUGA stakeholders to optimise workflow

Responsibilities:

 

  • Running label catalog ingestions for (onboarding) clients

  • Creating and Updating scripts to automate daily tasks

  • Work with DSC (Digital Supply Chain) Dev team to plan and prioritise CE work for development sprints

  • Assign issues and prioritize work with the wider CE team on a daily basis

  • Manage daily monitoring of delivery queues and troubleshoot delivery errors

  • Monitor analytics data processing and troubleshoot queue issues

  • Perform custom SQL queries upon request

  • Run existing update scripts on request

  • Perform/test DSP interface upgrades, code changes and bug fixes

  • Create and update support documentation and procedures

  • Train team Members in using internal tools such as SQL and Kibana

  • Provide email & phone support where required to clients

  • Workshop and spec out (alongside our Development team) ideas for tools to help optimize and streamline existing process within the Client Services department

Requirements

Who we are looking for:

You are an experienced Tech support/Account Manager, Client facing Ops or Project Manager  with at least 3+ years experience working in digital supply chain or content delivery. You have the confidence and capability of working in a fast paced role with clear and continuous KPIs, have a data driven mindset when it comes to decision making, and are able to problem solve and think outside the box when whiteboarding solutions.

  • 3+ years experience in a client facing technical / operational support role

  • Comfortable working in an AGILE environment

  • Existing skills using MySQL

  • Understanding of Linux command line tools

  • Independent worker / thinker / planner

  • Excellent communication and analytical skills

  • Organized and comfortable tracking and prioritizing multiple issues

  • Able to work under (time) pressure

  • Entrepreneurial and problem solving approach to your work

  • A data driven decision maker

  • Able to workshop and implement new operational process and product features

  • Comfortable working in a small team environment and eager to make a positive impact early on

 Who we are

  • Small, enthusiastic team and a growing company with strong ambitions

  • International business environment, colleagues and clients around the world with diverse backgrounds in music and tech

  • Egalitarian, transparent environment with career growth opportunities

  • Part of a dynamic industry: technology, media and entertainment

  • Location - HQ in Amsterdam, with offices in London, NYC, Rome, and Korea