Support Analyst

Orfium· Customer Success
Apply Now ↗
📍 Colombo, Western Province, Sri LankaFull time

About this role

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.

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.
  • 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

💰 Competitive salary package

🏠 Hybrid work model with flexibility to support your lifestyle

🏥 Comprehensive private health and life insurance coverage

💻 The latest tech equipment to support your productivity and creativity

🌍 A collaborative, inclusive, and international work environment

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

Frequently Asked Questions

Is the salary disclosed for the Support Analyst position at Orfium?
The salary for this Support Analyst role at Orfium is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Where is the Support Analyst position at Orfium located?
This Support Analyst role at Orfium is based in Colombo, Western Province, Sri Lanka. The position is listed as on-site or hybrid. Check the full job description or apply directly to confirm the work arrangement.
Is the Support Analyst role at Orfium full-time or part-time?
This is listed as a Full time position. It is posted as a Support Analyst role in the Customer Success department at Orfium.
Which team or department does the Support Analyst at Orfium belong to?
This Support Analyst position is part of the Customer Success department at Orfium. See the full job description for more information about the team structure and responsibilities.
How do I apply for the Support Analyst position at Orfium?
Click the "Apply Now" button on this page. You will be redirected to Orfium's official application portal hosted on workable where you can submit your application directly.
When was the Support Analyst job at Orfium posted?
This Support Analyst position at Orfium was posted on Apr 30, 2026. Apply as soon as possible — early applications are often reviewed first.
Support Analyst
Orfium
Apply for this role ↗

You'll be redirected to Orfium's official application page on workable.