Solutions Engineer

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.

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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 is 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 is actually buildable, and hands off cleanly once it is.

• 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.

• 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 elevate 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.

• 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.

• 4+ years in Solutions Engineering, Sales…