Technical Support Engineer

About Napster Founded on the principle of democratizing access—first to music in 1999, now to creative expertise in 2025— Napster has consistently been at the forefront of transformational technology shifts that expand markets and empower users. The company’s latest platform turns passive consumers into active creators, providing the interface layer between foundation AI models and human creativity. For more information, visit napster.com. About the Role Napster is building an AI-powered platform for consumer, enterprise, and developer experiences. As the Napster API becomes a core part of our business, we need a highly technical support function that can help developers, partner engineering teams, systems integrators, and enterprise customers successfully integrate, deploy, and support Napster‑powered experiences. We are hiring a Technical Support Engineer (L2), API / Azure to provide hands‑on technical support for Napster’s API, SDKs, real‑time media integrations, enterprise deployments, and developer ecosystem. This role sits within the Customer Engineering, Developer Success and Support organization and will work closely with Developer Success, Field Engineering, Solutions Architecture, Product, Engineering, Enterprise Support, Partnerships, and Customer Success. Role Mission Help developers and enterprise customers resolve technical issues quickly, while building the internal knowledge, tooling, documentation, and escalation discipline that allows Napster support to scale. Key Responsibilities Provide Technical API and Platform Support Support developers, enterprise customers, Microsoft engineers, and systems integrators as they integrate and deploy Napster’s API and related platform capabilities. Troubleshoot issues related to: API requests and responses authentication and authorization SDK implementation Web SDK behavior WebRTC and real‑time media WebSockets SIP / VoIP integrations audio and video behavior latency and performance memory and session behavior tool execution Azure deployment patterns customer environment issues browser, device, and network‑related issues Own Technical Troubleshooting and Reproduction Investigate technical support issues from first report through resolution or escalation. Create clear reproductions, isolate root causes, gather logs and session details, test customer configurations, and determine whether an issue is caused by customer implementation, documentation gaps, platform behavior, infrastructure, or product bugs. Support Developer and Enterprise Channels Respond to technical support requests across ticketing systems, Discord/community channels, email, customer‑specific support channels, and internal escalation paths. Provide clear, accurate, developer‑friendly responses that help customers move forward quickly. Build Support Knowledge and Runbooks Turn repeated issues into reusable support assets. Create and maintain: troubleshooting guides known‑issue articles internal runbooks customer‑facing support articles escalation templates API debugging guides environment checklists deployment readiness checklists FAQ content support macros and standard responses Partner with Product and Engineering Work closely with Engineering to escalte reproducible bugs, platform issues, missing telemetry, and product gaps. Create high‑quality escalation reports that include: customer impact severity reproduction steps logs or traces environment details expected vs. actual behavior workaround status business urgency Partner with Product to surface recurring developer pain points, missing docs, confusing API behavior, and feature requests. Improve Support Observability Help define and improve the internal support tooling needed to diagnose issues without relying on Engineering for every case. Partner with Engineering and Developer Success to identify needs for: better error codes API logs session IDs trace IDs customer‑facing diagnostics internal support dashboards latency breakdowns usage visibility incident indicators Support Microsoft Co‑Sell and Partner Deployments Assist Microsoft engineers, Microsoft field teams, enterprise customers, and systems integrators during technical evaluation, onboarding, integration, and deployment. Help ensure that Napster’s support experience is credible, responsive, and enterprise‑ready for Microsoft co‑sell opportunities. Participate in Escalation and Incident Processes Support enterprise escalation workflows, severity classification, SLA response, and incident coordination. Help triage issues appropriately across consumer, developer, enterprise, Microsoft, and SI contexts. Initial Priorities Learn the Napster API, SDKs, developer docs, and current deployment patterns. Build a repeatable technical support intake process for API issues. Create initial troubleshooting guides for the most common API and integration questions. Partner with Engineering to understand current logging and diagnostic limitations. Define what information support needs from developers before escalating to Engineering. Create templates for bug reports, incident escalations, and customer updates. Help support the developer Discord/community channel. Identify the top missing docs, samples, quickstarts, and error explanations. Reduce avoidable Engineering involvement in basic support requests. Support early Microsoft/SI/customer technical evaluations as needed. Required Qualifications 3+ years of experience in technical support engineering, developer support, solutions engineering, customer engineering, systems engineering, or similar technical customer‑facing roles. Experience supporting APIs, SDKs, SaaS platforms, cloud services, developer tools, infrastructure software, or technical enterprise products. Ability to read, understand, test, and troubleshoot code examples. Strong understanding of REST APIs, authentication, web applications, logs, browsers, and client/server debugging. Experience creating clear technical documentation, troubleshooting guides, support notes, or customer‑facing technical responses. Ability to reproduce technical issues and communicate findings clearly to Engineering. Strong written and verbal communication skills. Comfort working directly with developers, enterprise customers, partner engineers, and internal stakeholders. Ability to operate in an early‑stage environment where tooling, process, and documentation are still being built. Preferred Qualifications Experience with Microsoft Azure, Azure Marketplace, Microsoft co‑sell, or enterprise cloud deployments. Experience with AI APIs, conversational agents, agentic platforms, real‑time media, WebRTC, WebSockets, SIP/VoIP, video/audio streaming, or telephony integrations. Experience with JavaScript, TypeScript, Python, Node.js, or similar languages commonly used for API integrations. Familiarity with observability tools, logs, traces, error monitoring, network debugging, and support dashboards. Experience supporting developer communities such as Discord, Slack, GitHub Discussions, or technical forums. Experience working with systems integrators, enterprise implementation partners, or cloud partner ecosystems. Familiarity with security, privacy, identity, SSO, enterprise networking, or deployment review processes. Experience working with Product and Engineering teams to improve supportability and developer experience. Key Traits Strong technical curiosity Calm, structured debugging approach Developer empathy Clear and precise communication High ownership Bias toward documentation and repeatability Ability to distinguish symptoms from root causes Comfort escalating when needed without over‑escalating Ability to work with incomplete tooling and improve it over time Strong customer judgment under pressure Benefits Paid Time‑Off: We offer flexible vacation time with 10 company holidays. Health Plans: We offer 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. #J-18808-Ljbffr