Technical Support Engineer, API / Azure

About the Role

Napster is building an Azure-native platform for AI-powered consumer, enterprise, and developer experiences. As the Napster API becomes a core part of our Microsoft co-sell and Azure Marketplace motion, we need a highly technical support function that can help developers, Microsoft engineers, systems integrators, and enterprise customers successfully integrate, deploy, and support Napster-powered experiences.

We are hiring a
Technical Support Engineer, 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 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.
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 context

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