Support Analyst

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.

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.