Soundmouse - lead support specialist - sri lanka

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

The Specialist Support Team Lead is responsible for leading the Sri Lanka-based Specialist Support Team while providing advanced technical support for complex issues escalated from the wider Support Services function.

The role acts as a key technical escalation point between the Support Team, UK Specialist Support Team, and Engineering/Development teams. The successful candidate will lead complex investigations, identify root causes, coordinate technical escalations, and ensure effective resolution and knowledge sharing.

The role also involves mentoring and developing the Specialist Support Team while contributing to continuous improvements in technical support processes and escalation workflows.

Responsibilities

• Lead and manage the Sri Lanka-based Specialist Support Team, providing technical guidance, mentoring, and support.
• Investigate and resolve complex Tier 2/3 technical issues escalated from the Support Services teams.
• Perform deep-dive analysis into platform issues, data failures, ingestion problems, automated pipelines, reporting processes, and system defects.
• Investigate complex issues relating to XML, file ingestion, Audio Recognition, audio/video synchronization, feeds, and society delivery or reporting pipelines.
• Conduct root cause analysis and identify recurring issues, trends, and opportunities for permanent solutions.
• Act as a technical bridge between the Sri Lanka Support teams, UK Specialist Support Team, and Engineering/Development teams.
• Ensure escalations to Engineering are supported with sufficient investigation, technical evidence, logs, reproduction steps, and impact details.
• Manage and coordinate high-priority and complex incidents through to resolution, ensuring appropriate stakeholder communication.
• Develop and maintain technical documentation, troubleshooting guides, known issue records, and knowledge base articles.
• Conduct knowledge-sharing sessions and provide technical guidance to improve capability across the Specialist Support and wider Support Services teams.
• Identify opportunities to improve investigation processes, escalation workflows, monitoring, and overall operational efficiency.
• Work closely with the UK Specialist Support Team to align processes, standards, and best practices.
• Monitor team workload and ensure specialist cases are appropriately prioritized and progressed.
• Support continuous improvement initiatives and contribute to the long-term development of the Specialist Support function.

Requirements

Education & Experience

• Bachelor's Degree in Information Technology, Computer Science, Information Systems, Software Engineering, or a related discipline is preferred. Equivalent professional qualifications and relevant technical experience will also be considered.
• Minimum of 3+ years of experience in Technical Support, Application Support, Product Support, Systems Support, or a similar technical environment.
• Experience handling complex technical incidents, investigations, and escalations is highly preferred.
• Previous experience in a senior, specialist, mentoring, or team leadership capacity would be an advantage.
• In depth knowledge of Soundmouse platforms and functions beyond general user functions is a must.

Technical & Core Skills

• Strong technical troubleshooting and analytical skills with the ability to investigate complex issues.
• Ability to perform structured root cause analysis and identify underlying technical problems.
• Good understanding of incident, problem, and escalation management processes.
• Experience working with ticketing and service management platforms.
• Understanding of structured data formats such as XML and related validation processes.
• Ability to analyze system behaviour, logs, workflows, and technical evidence.
• Knowledge of APIs, integrations, automated workflows, or data processing pipelines would be advantageous.
• Experience or knowledge of audio/video processing, media workflows, or content recognition technologies would be an added advantage.
• Strong documentation and technical writing skills.
• Ability to quickly learn and adapt to complex platforms and technologies.
• Proven ability to lead, mentor, coach, and develop team members.
• Strong ownership and ability to independently drive complex investigations.
• Excellent communication skills in English, both written and verbal.
• Ability to communicate technical information clearly to technical and non-technical stakeholders.
• Strong stakeholder management and cross-functional collaboration skills.
• Ability to prioritize multiple complex issues in a fast-paced environment.
• Strong organizational skills, attention to detail, and problem-solving abilities.
• Proactive, collaborative, and solution-oriented mindset.

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.

Why Join Us?

BMI is the nation’s largest performing rights organization, representing more than 1.4 million songwriters, composers and music publishers, and a repertoire of over 25 million musical works.

BROADCAST MUSIC, INC. IS AN EQUAL OPPORTUNITY EMPLOYER: All applicants will receive equal opportunity for employment without regard of race, color, sex, religion, nationality, age, sexual orientation, gender identity and/or expression, veteran’s or marital status, disability, or any other cultural factor.

Celebrating over 80 years of service to songwriters, composers, music publishers and businesses, BMI® is a global leader in music rights management, serving as an advocate for the value of music. BMI represents the public performance rights in over 25 million musical works created and owned by more than 1.4 million songwriters, composers, and music publishers. The Company negotiates music license agreements and distributes the fees it generates as royalties to its affiliated writers and publishers when their songs are performed in public. In 1939, BMI created a groundbreaking open-door policy becoming the only performing rights organization to welcome and represent the creators of blues, jazz, country, and American roots music. Today, the musical compositions in BMI’s repertoire, from chart toppers to perennial favorites, span all genres of music and are consistently among the most-performed hits of the year.