# Support Analyst

**Company:** [Orfium](http://jobs.workable.com/companies/bGsNW9DA5zGX7yP82HX1ET.md)
**Location:** Colombo, Sri Lanka
**Workplace:** hybrid
**Employment type:** Full-time
**Department:** Support Services

[Apply for this job](http://jobs.workable.com/view/d8617fe5-8634-434b-bc4e-19f031ad2cd1)

## Description

**About Us**

We are a global technology leader transforming the music and entertainment industry through advanced rights management and data solutions. With 700+ team members across offices in Los Angeles, London, Dublin, Athens, Sofia, Tokyo, and more, we partner with top-tier clients such as Sony Music Publishing, Warner Music Group, BBC, and Universal Music Publishing.

Our mission is to help creators, rights holders, and media companies track, manage, and monetize content across platforms like YouTube and TikTok. At Orfium, you’ll join a passionate, international team of developers, designers, scientists, and music lovers, all working together in a flexible, hybrid environment where innovation, openness, and ownership are at the heart of everything we do. We are looking forward to meeting with you!

We are looking for a detail-oriented and proactive **Support Analyst** to join our team. This role is ideal for someone who enjoys problem-solving, working with data, and supporting both internal teams and external stakeholders to ensure smooth day-to-day operations.

**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

🏠 Flexible hybrid work options to support your lifestyle

🏥 Health and life insurance coverage

💻 Latest tech and tools to help you work efficiently

🌍 A friendly, inclusive, and international team environment

**EEO / Accommodation**

At Orfium, 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.