Technical Support Engineering Lead

Napster
Napster

IT, Customer Service

United States

USD 185k-185k / year

Posted on Jun 15, 2026
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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.

Role Description

Napster is hiring a Technical Support Engineering Lead to build and lead the technical support function for our developer-facing API platform and enterprise customers.

This is a hands-on leadership role for someone who can troubleshoot complex technical issues, create repeatable support processes, manage escalations, partner with Engineering, and eventually lead a team of technical support engineers.

The ideal candidate combines strong technical debugging ability with clear customer communication, operational discipline, and a bias toward documentation, tooling, and repeatability.

Core Responsibilities

  • Lead technical support for Napster’s API, SDKs, integrations, and enterprise deployments.
  • Troubleshoot and resolve complex customer and developer issues.
  • Create clear escalation processes between Support, Product, and Engineering.
  • Build internal runbooks, troubleshooting guides, support workflows, and knowledge base content.
  • Improve support quality, response times, resolution times, and SLA adherence.
  • Identify recurring issues and work with Product and Engineering to improve product supportability.
  • Define what information is required before issues are escalated to Engineering.
  • Coach, train, and eventually manage technical support engineers.
  • Help establish severity definitions, incident handling processes, and customer communication standards.

Core Capabilities

  • Strong technical troubleshooting and debugging skills.
  • Ability to understand APIs, logs, integrations, customer environments, and product behavior.
  • Clear written and verbal communication with both technical and non-technical audiences.
  • Strong process-building instincts without creating unnecessary bureaucracy.
  • Ability to translate messy customer issues into actionable bug reports or product feedback.
  • Customer empathy and calm judgment under pressure.
  • Ability to protect Engineering time while escalating urgent issues appropriately.
  • Strong documentation and knowledge management habits.

Required Qualifications

  • 6+ years of experience in technical support engineering, support engineering, developer support, solutions engineering, customer engineering, or a similar technical customer-facing role.
  • 2+ years of experience leading support processes, escalation workflows, or technical support teams.
  • Experience supporting APIs, SDKs, SaaS platforms, cloud services, developer platforms, or technical enterprise products.
  • Strong understanding of REST APIs, authentication, HTTP, logs, client/server debugging, and cloud-based systems.
  • Experience creating runbooks, troubleshooting guides, support documentation, or escalation templates.
  • Experience partnering with Product and Engineering to resolve customer issues and improve supportability.
  • Strong written communication skills.
  • Comfort working in a fast-moving environment where tools, processes, and documentation are still being built.

Preferred Qualifications

  • Experience with Azure or cloud-based enterprise deployments.
  • Experience supporting developer platforms, AI products, real-time media, WebRTC, WebSockets, or API-based integrations.
  • Familiarity with JavaScript, TypeScript, Python, Node.js, or similar languages.
  • Experience with observability tools, logs, traces, dashboards, and incident management.
  • Experience scaling support from engineering-led support into a dedicated support function.

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.

CCPA Notice for California Job Candidates: Please review our CCPA notice at

https://www.napster.ai/policy-docs/ccpa-notice-for-job-candidates

The base salary for this position is $185,000. Base pay will depend on a variety of job-related factors, including education, certifications, experience, market demand, and location.

Apply now
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