Product Support Specialist - Music Technology

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.

• 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.

• 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.

• 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 #Full Time Dream  with Sweetwater.