Support Analyst

About UsSoundmouse is the global standard for music cue sheet management and reporting, trusted by 25,000+ broadcast and music professionals worldwide, including the BBC, Channel 4, ITV, NBC, the NFL, RTL, Sky, Sony, Universal Pictures, and Warner Bros. Discovery. Our proprietary, industry-leading audio recognition technology identifies every music cue in broadcast content and submits compliant cue sheets to 40+ collecting societies globally, cutting admin time by 83%. We've been doing this since 2001.In June 2026, BMI, the world's leading performance rights organization, acquired Soundmouse from Orfium. We operate independently as part of the BMI family and are at an inflection point: established infrastructure, new backing, and a clear next chapter with global reach to build.Responsibilities Manage and resolve JIRA tickets efficiently, ensuring timely responses to client and internal user requests within SLAs. Investigate and troubleshoot technical issues reported via email, providing clear solutions and relevant references. Monitor ticket backlog, conduct regular follow-ups with technical teams, and keep stakeholders informed for decision-making. Prepare and analyze weekly client reports, ensuring accuracy and actionable insights. Continuously evaluate processes, support non-development tasks, and recommend improvements to enhance service delivery.RequirementsBachelor’s degree (completed or in progress) in Information Technology, Information Systems, or a related field, with at least 1 year of experience in a customer service or support role Strong technical proficiency in SQL, JIRA, Zendesk, Confluence, and basic cloud technologies, with good computer literacy (MS Office / Google Sheets) Excellent communication skills in English (both written and verbal) with strong client interaction abilities Strong analytical thinking and problem-solving skills, with attention to detail Well-organized and able to manage multiple tasks independently, with the ability to work under minimal supervision Quick learner with the ability to adapt to new technologies and changing environments Knowledge of audio recognition is an added advantage Flexibility to work in alignment with the UK calendarBenefits💰 Competitive salary package🏠 Hybrid work model with flexibility to support your lifestyle🏥 Comprehensive private health and life insurance coverage💻 The latest tech equipment to support your productivity and creativity🌍 A collaborative, inclusive, and international work environmentEEO / AccommodationAt Soundmouse we are proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees and candidates—regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status

About Us

Soundmouse is the global standard for music cue sheet management and reporting, trusted by 25,000+ broadcast and music professionals worldwide, including the BBC, Channel 4, ITV, NBC, the NFL, RTL, Sky, Sony, Universal Pictures, and Warner Bros. Discovery. Our proprietary, industry-leading audio recognition technology identifies every music cue in broadcast content and submits compliant cue sheets to 40+ collecting societies globally, cutting admin time by 83%. We've been doing this since 2001.

In June 2026, BMI, the world's leading performance rights organization, acquired Soundmouse from Orfium. We operate independently as part of the BMI family and are at an inflection point: established infrastructure, new backing, and a clear next chapter with global reach to build.

Responsibilities

• Manage and resolve JIRA tickets efficiently, ensuring timely responses to client and internal user requests within SLAs.
• Investigate and troubleshoot technical issues reported via email, providing clear solutions and relevant references.
• Monitor ticket backlog, conduct regular follow-ups with technical teams, and keep stakeholders informed for decision-making.
• Prepare and analyze weekly client reports, ensuring accuracy and actionable insights.
• Continuously evaluate processes, support non-development tasks, and recommend improvements to enhance service delivery.

Requirements

• Bachelor’s degree (completed or in progress) in Information Technology, Information Systems, or a related field, with at least 1 year of experience in a customer service or support role
• Strong technical proficiency in SQL, JIRA, Zendesk, Confluence, and basic cloud technologies, with good computer literacy (MS Office / Google Sheets)
• Excellent communication skills in English (both written and verbal) with strong client interaction abilities
• Strong analytical thinking and problem-solving skills, with attention to detail
• Well-organized and able to manage multiple tasks independently, with the ability to work under minimal supervision
• Quick learner with the ability to adapt to new technologies and changing environments
• Knowledge of audio recognition is an added advantage
• Flexibility to work in alignment with the UK calendar

Benefits

💰 Competitive salary package

🏠 Hybrid work model with flexibility to support your lifestyle

🏥 Comprehensive private health and life insurance coverage

💻 The latest tech equipment to support your productivity and creativity

🌍 A collaborative, inclusive, and international work environment

EEO / Accommodation

At Soundmouse we are proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees and candidates—regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status

A few things about Orfium Orfium is the global technology leader in solving the entertainment industry’s biggest challenges around digital music and broadcast rights management, cue sheets, data, and reporting.We’re transforming the entertainment ecosystem with industry-leading software and music reporting solutions so that whenever music is played in the world, Orfium is working behind the scenes to support its customers to track it, deliver the data, and help creators, rights holders, and media companies report and monetize the usage.Orfium works with some of the largest music and entertainment companies in the world, including Warner Music Group, Sony Music Entertainment, Sony Music Publishing, Warner Chappell Music Publishing, Universal Music Publishing Group, Ingrooves, Red Bull, and many more! Our team of 500+ operates from locations including LA, London, Dublin, Tokyo, and Athens.We’re music lovers, developers, data scientists and designers - all working together to improve the entertainment industry for everyone. Our people are passionate, dedicated and constantly innovating. We’re committed to creating a fair and transparent working environment where everyone can thrive and be themselves.We are looking for talented people to join our team who are passionate about making a difference!

A few things about Orfium

Orfium is the global technology leader in solving the entertainment industry’s biggest challenges around digital music and broadcast rights management, cue sheets, data, and reporting.

We’re transforming the entertainment ecosystem with industry-leading software and music reporting solutions so that whenever music is played in the world, Orfium is working behind the scenes to support its customers to track it, deliver the data, and help creators, rights holders, and media companies report and monetize the usage.

Orfium works with some of the largest music and entertainment companies in the world, including Warner Music Group, Sony Music Entertainment, Sony Music Publishing, Warner Chappell Music Publishing, Universal Music Publishing Group, Ingrooves, Red Bull, and many more! Our team of 500+ operates from locations including LA, London, Dublin, Tokyo, and Athens.

We’re music lovers, developers, data scientists and designers - all working together to improve the entertainment industry for everyone. Our people are passionate, dedicated and constantly innovating. We’re committed to creating a fair and transparent working environment where everyone can thrive and be themselves.

We are looking for talented people to join our team who are passionate about making a difference!