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 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.

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.

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
• Web Sockets
• 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

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.

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.

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

Work closely with Engineering to escalate 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.

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

Assist Microsoft engineers, Microsoft field teams, enterprise customers, and systems integrators during technical evaluation, onboarding, integration, and deployment.

Help ensure…