Support Agent
We are looking for a Support Agent to strengthen support coverage for MuseHub and MuseSounds, two core components of the Muse ecosystem.
What’s in It for You:
- Radical Ownership: Step into a role where your technical contribution directly shapes a growing product used by millions of creators worldwide.
- Visibility and influence: Your insights help shape product priorities and improve customer experience at scale.
- Remote-first culture: Work from anywhere as part of a distributed, product-driven team.
Key responsibilities
- Dedicated Ticket Management: Owning the full support lifecycle for MuseHub and MuseSounds, ensuring constant monitoring, triaging, and timely responses to maintain SLA targets.
- Technical Troubleshooting: Diagnosing complex issues across the ecosystem, specifically focusing on the interconnection between MuseHub (installer/updater), MuseSounds (content), and MuseScore Studio (playback).
- Systemic Triage & Escalation: Identifying and reproducing technical bugs related to different Operating Systems, device setups, and licensing/authorization errors to provide clean reports for the dev teams.
- Cross-Functional Collaboration: Acting as the primary liaison between customers and internal teams (Audio engineers and Software Developers) to facilitate rapid resolution of high-priority technical issues.
- Internal Stakeholder Support: Providing regular status updates and follow-ups to internal product teams to ensure customer feedback is integrated into the product roadmap.
- Log Analysis: Proactively requesting and analyzing system logs from users to pinpoint root causes of installation or sound-loading failures.
- Refund & Transaction Handling
Required experience
- 2+ years in Technical Support: Experience in music tech, VSTs, or SaaS.
- OS: Strong troubleshooting skills for macOS and Windows (file systems, permissions, installation paths).
- High-Volume: Proven experience handling high ticket loads (1,500+/month) via Zendesk or Intercom.
- Strong Communication: Ability to explain technical fixes to users and report clean data to developers
- English Proficiency: Upper-Intermediate (C1+) English
Nice-to-have
- Audio Tech Savvy: Familiarity with notation software (MuseScore), DAWs, and audio plugins.
- Ability to read system logs and distinguish between user error and software bugs.
- Ability to play a musical instrument
Benefits
Creativity every day: Make inspiring products for musicians, artists and creators – no day is the same.
Impactful work Influence the future of the music industry and change the lives of millions worldwide.
Work set up: We’ll make sure you’re set up for success with the right work equipment, whether that’s company-provided hardware or an equipment allowance.
Growth and development: Receive specialized training, language lessons, conferences and learning materials.
Team well-being: Support for your mental health and wellbeing, including confidential help during life’s tougher moments.
Muse Group empowers music makers
We create the worldʼs most popular apps for playing, recording and composing music. Through our innovative learning tools, expansive music catalogs and free open-source software, we make it easier for millions — from beginners to experienced musicians — to be creative every day. Our talented team of music lovers collaborates all over the globe, from Limassol to Seoul and Boston to Berlin.
We’re an ambitious company with the drive and culture of a startup — with many more exciting Muse Group developments to come. Hal Leonard, which joined Muse Group in 2023, is the world leader in sheet music publishing and music education. The company has a storied history of providing music learners with the very best methods and arrangements of popular music for over 70 years. Hal Leonard is also a major distributor of popular brands of instruments, gear, and software to the music trade worldwide.
