Product Support Specialist - Music Technology

Sweetwater; Fort Wayne (IN); On-site; USD 40,000 - 60,000; Full time

Job summary

A leading online retailer of pro audio equipment is seeking a Product Support Specialist to join their Technical Support team. The role requires relocating to Fort Wayne, IN, and entails delivering support to customers via phone and email, maintaining service records, and resolving issues with vendors. Ideal candidates will have expert knowledge of MIDI, live sound engineering, and a strong customer service background. The position expects a high-school diploma, with a degree in music technology preferred.

Qualifications

• Expert knowledge of MIDI, synths, and audio recording concepts.
• Strong working knowledge of computer operating systems.
• Exceptional customer service experience.

Responsibilities

• Deliver service and support to customers via phone, email, and remote connection.
• Create and maintain records of customer service incidents.
• Work with vendors to resolve a variety of issues.

Skills

Expert knowledge of MIDI

Expert working knowledge of live sound engineering

Knowledge of musical instruments

Strong working knowledge of computer operating systems

Exceptional customer service experience

Education

High-school diploma or equivalent

Degree or certificate in music technology or similar preferred

Job description

Sweetwater, the nation’s #1 online retailer of pro audio equipment and music instruments, is seeking a Product Support Specialist to join our Technical Support team. The role requires relocating to Fort Wayne, IN, and is not remote.

Job Responsibilities

• Deliver service and support to customers via phone, email, and remote connection over the internet.
• Create and maintain records of customer service incidents.
• Work with vendors to resolve a variety of issues.
• Stay current with system information, changes, and updates.

Qualifications

• Expert knowledge of MIDI, synths, and audio recording concepts including DAWs, signal flow, interfaces, etc.
• Expert working knowledge of live sound engineering concepts and pro‑audio equipment including sound boards, signal flow, PA and backline products.
• Knowledge of musical instruments and other music gear, e.g., microphones, drums, keyboards.
• Strong working knowledge of computer operating systems.
• Ability to communicate clearly and positively.
• Attention to detail, high level of organization, and ability to promptly complete assigned tasks.
• Exceptional customer service experience.
• High‑school diploma or equivalent.
• Degree or certificate in music technology or similar preferred.
• Significant experience troubleshooting live‑sound and recording‑studio issues.

Ideal Team‑Player

• Wows the customer – deep passion for creating amazing customer and colleague experiences.
• Gets things done – strong work ethic and sense of urgency.
• Obsesses over details – committed to paying attention to details.
• Drives continuous improvement – always focused on effective and efficient work.
• Develops the future – committed to personal and professional growth and supporting colleagues.

We look forward to exploring your #FullTimeDream with Sweetwater.