Solutions Engineer

Solutions Engineer Reports to: Head of Solutions Engineering Level: Individual Contributor Location: Remote - USA (East and Central time zones preferred) About Napster: Founded on the principle of democratizing access, first to music in 1999, now to expertise in the AI era, Napster has consistently remained at the forefront of technological shifts that empower users. Today, the company builds embodied, multimodal AI agents that engage employees and customers where they already work: through video presence, voice, and text. Designed to work alongside people rather than replace them, Napster’s agents carry institutional knowledge into every interaction, elevating the user’s experience and improving business outcomes. For more information, visit napster.com. Role Overview: The Solutions Engineer is responsible for finding the right solution to a prospect's problem, validating it's technically feasible, and getting it into a state where the deal can be signed. Reporting to the Head of Solutions Engineering, this role leads technical discovery with prospects, defines the problem and desired outcome, builds the solution mental model, and shapes a product-aligned solution concept that's ready to hand into Delivery. This is a highly consultative, technically fluent role. The Solutions Engineer is accountable for technical feasibility and solution architecture at the pre-sales stage. The successful candidate takes a genuine, high-level interest in what AI can do and is willing to dig deep, into the customer's actual problem, into Napster's platform capabilities, into the technical trade-offs, to arrive at a solution concept that's credible and will move the needle for the customer. Customer empathy is key. Together with Sales, Delivery/Professional Services, and Product, this role ensures every deal that gets signed is scoped on a solution that's actually buildable, and hands off cleanly once it is. Key Responsibilities: Customer Discovery & Technical Advisory Lead technical discovery with prospects: uncover the business problem, current state, and desired outcomes, not just the stated feature request. Translate customer needs into a solution mental model, how an AI agent would actually solve the problem using Napster's platform, and validate feasibility at a high level before it's committed to a proposal. Build and present demos, and proofs of concept where needed, that show the proposed solution delivering real business value. Serve as the customer's main technical resource throughout the sales cycle: product, API, and LLM-related questions, architecture recommendations, competitive positioning, and objection handling. Customer Relationships, Trust & Advocacy Develop and nurture strong customer relationships and trust throughout the evaluation, validation, and purchasing process. Serve as the first line of defense on security and compliance questions; explain standardized collateral, guide customers to relevant resources, and escalate complex requirements to the appropriate teams. Represent the voice of the customer internally: gather and relay feedback, identify themes across customers, and feed them into product planning. Documentation & Handoff Create and maintain documentation, guides, and FAQs based on common questions and requirements surfaced during the pre-sales process. Package the validated solution concept, architecture notes, and discovery context into a clean handoff for Delivery once the deal is signed, and participate in the formal Sales-to-Delivery handoff confirming there are no open gaps. Stay available early in build for questions on original solution intent, and feed delivery/scoping lessons learned back to Solutions Engineering leadership. Qualifications: 4+ years in Solutions Engineering, Sales Engineering, Technical Consulting, or a similar pre-sales technical role, ideally in AI, SaaS, or enterprise software. Strong communication skills: comfortable leading technical conversations with both technical and non-technical stakeholders, including C-suite executives. Technically proficient: comfortable enough with APIs, integrations, data flows, and system architecture to assess feasibility and design a credible solution, without needing to write production code. Genuine curiosity about AI and how it applies to real customer problems; someone who takes a high-level interest and is willing to dig deep to get to a workable answer, rather than staying at the surface. Comfortable operating in ambiguity and turning a loosely defined problem into a structured, sellable solution concept. Experience partnering closely with Sales, Delivery/Professional Services, and Product teams. Success Measures: Win rate / deal progression on opportunities where SE led discovery and solution design. SOW-to-actual variance and rework rate: how closely what Delivery ends up building matches what was scoped and validated pre-sale. Clean handoff rate: percentage of deals handed to Delivery without missing information or gaps that stall build start. Time-to-validate feasibility on new opportunities. Prospect/customer feedback on technical credibility during the sales cycle. Benefits: Paid Time-Off: Flexible vacation time and 10 company holidays. Health Plans: Robust medical, dental, and vision plans for you and your dependents. Disability, life insurance, and FSA benefits are also available. Wellness: Access to Teladoc and an EAP. Parental Leave: Paid leave. Retirement Savings: Contribute pretax earnings to our 401(k) Plan. Our Culture: Impact: Play a crucial role in our growth journey. Culture: Join a vibrant team valuing creativity and collaboration. Growth: Thrive in a fast-paced, dynamic environment. Reward: Enjoy competitive compensation, equity opportunities, and comprehensive benefits. Ready to shape our future? Apply now and be part of something extraordinary! We’re looking for more forward-thinking, collaborative people to be part of our innovation journey and mission to push the boundaries of technology. If you’re ready to help us achieve this vision, we’d love to hear from you! At Napster Corp , we're looking for people who are invigorated by our values and driven to change the world, not those who simply check off boxes. Napster Corp embraces a diversity of backgrounds and experiences and provides equal opportunity for all applicants and employees. We strive to build a company that reflects a global audience. CCPA Notice for California Job Candidates: Please review our CCPA notice at