Soundmouse - Support Analyst - Sri Lanka

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.

Role

Handle technical queries from multiple clients and internal users, providing the best service to resolve them and ensuring higher service quality.

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, life, and vision insurance coverage
The latest tech equipment to support your productivity and creativity
A collaborative, inclusive, and international work environment

Operational Requirements

Willingness to work in alignment with the UK business calendar
Ability to work a shift schedule aligned to UK business hours (3:00 PM – 11:00 PM Sri Lanka Time), with flexibility to accommodate operational requirements when necessary.

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 identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.