About the Company
Native Instruments is a leading developer and manufacturer of software and hardware for computer-based audio production and DJing. We are passionate about empowering musicians, producers, and DJs worldwide with innovative and high-quality tools that inspire creativity. Join our team and help us support the next generation of music.
Job Description
We are seeking a highly motivated and technically proficient Digital Audio Workstation (DAW) Support Specialist to join our growing team. In this high-demand role, you will be the first point of contact for our users, providing expert technical assistance and troubleshooting for our range of DAWs, audio interfaces, and associated software. You will help our community overcome technical challenges, ensuring they can unleash their full creative potential with our products. This is an exciting opportunity to combine your passion for music technology with excellent customer service skills.
Key Responsibilities
- Provide expert technical support to customers via phone, email, and live chat for all Native Instruments DAW products and related hardware.
- Diagnose and resolve complex technical issues related to software installation, configuration, audio routing, MIDI setup, and system compatibility.
- Guide users through step-by-step troubleshooting processes, offering clear and concise instructions.
- Escalate unresolved issues to senior support engineers or development teams, providing detailed notes and diagnostic information.
- Create and update knowledge base articles, FAQs, and support documentation to empower users with self-service solutions.
- Gather user feedback and bug reports to contribute to product improvement and development cycles.
- Stay current with Native Instruments product updates, industry trends, and new operating system functionalities.
- Maintain a high level of customer satisfaction through professional and empathetic communication.
Required Skills
- Proficiency with at least two major DAWs (e.g., Logic Pro, Ableton Live, Pro Tools, FL Studio, Cubase, Studio One).
- Strong understanding of audio production concepts, including MIDI, audio interfaces, plugins (VST/AU/AAX), and digital audio signal flow.
- Excellent troubleshooting and problem-solving skills for both hardware and software issues.
- Demonstrated ability to communicate complex technical information clearly and patiently to users of varying technical expertise.
- Strong written and verbal communication skills in English.
- Experience with macOS and Windows operating systems.
- Ability to work effectively in a fast-paced, high-demand support environment.
Preferred Qualifications
- Bachelor's degree in Music Technology, Computer Science, or a related field, or equivalent practical experience.
- Certifications in specific DAWs or audio engineering.
- Experience with customer relationship management (CRM) software.
- Personal experience in music production, sound design, or DJing.
- Familiarity with network audio protocols (e.g., Dante, AVB).
Perks & Benefits
- Comprehensive health, dental, and vision insurance.
- Generous paid time off and holidays.
- 401(k) matching program.
- Employee assistance program.
- Access to the latest Native Instruments products and software.
- Professional development opportunities and training.
- Collaborative and creative work environment.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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