Technical Support Engineer (L5) - Productivity

At Netflix, our mission is to entertain the world. Together, we are writing the next episode - pushing the boundaries of storytelling, global fandom and making the unimaginable a reality. We are a dream team obsessed with the uncomfortable excitement of discovering what happens when you merge creativity, intuition and cutting-edge technology. Come be a part of what’s next.

About the Engineering Support Organization

The primary goal of the Engineering Support Organization is to empower Productivity Engineering to scale customer support sustainably and effectively. Serving as the frontline resource for our engineering workforce, the team handles, troubleshoots, and resolves customer requests and issues. Moreover, the team concentrates on improving methods of work, advocating for customers, enhancing support tools, expanding platform product offerings, and advancing documentation and developer education.

Our Mission 

Deliver an excellent support experience to Netflix’s developer community. To advocate for our customers, to follow through on issues and resolve them in a reasonable time. If blockers prevent immediate resolution, we communicate status and ensure there is visibility into why there is a delay. 

Provide insights, feedback and champion customer sentiment about the tools we support to our partners across Productivity Engineering. Partner with PM and Engineering to track and maintain visibility into ongoing issues and communicate customer needs to ensure improving in these areas is prioritized.

Drive collaboration efforts to reduce product friction and increase usability so that Productivity Engineering can build, deploy and deliver highly functional solutions for the Developer Community.

To learn more about Productivity Engineering, feel free to listen to this podcast.

The Role 

We are looking for a Solutions Support Engineer with a passion for productivity infrastructure and tooling, customer service, and automation. You will be responsible for monitoring and handling our customers’ requests, troubleshooting, solving issues, automating support needs, developing runbooks, improving and maintaining support tools, understanding our product offerings, and continuously looking for ways to improve the engineering support experience.

In this role, you will gain a deep understanding of how developers at Netflix utilize JS Platform products to craft effective solutions and abstractions tailored to their specific use cases. Leveraging this insight, you will play a key role in shaping and advancing best practices, ensuring that our support solutions are perfectly aligned with the evolving needs of our developer community.

Our ideal team member has first-hand experience working in customer-facing engineering support roles, writing and building comprehensive self-service knowledge bases, and possesses knowledge of infrastructure, internal tooling, platforms, and cloud computing. You are excellent at understanding and solving complex, ambiguous problems and constantly seek improvement. As an Engineer in this role, we need a candidate who can understand our complex offerings on a technical level, be hands-on in the development of our support automation tooling, and recommend product and operational improvements based on customer interactions.

What you’ll need to be successful:

• Professional Experience: A minimum of 5 years of professional support or engineering experience, particularly with JavaScript technologies and platforms

• Strong proficiency in JavaScript and Node.js: ability to work with JavaScript across the stack from front-end UI, to tooling, to http servers

• Experience with Modern Web Technologies: including HTML5, CSS3, and Web APIs

• Front End Build Tools: Familiarity with frontend build tools and package managers (e.g., Webpack, Babel, npm, Yarn)

• Understanding of responsive design principles and cross-browser compatibility issues.

• UI design principles and tools: Experience with common design tools such as Figma, Sketch, and Adobe XD

• Front-End Frameworks: Proficiency in front-end frameworks such as React, Angular, or Vue.js.

• Familiarity with RESTful APIs, GraphQL, and microservices architecture

• Experience with server-side templating languages and frameworks

• Authentication Mechanisms: Understanding of authentication and authorization mechanisms (e.g., OAuth, JWT)

• Automation and Scripting: Experience in developing tools and scripts to automate processes and improve efficiency, with a strong focus on continuous improvement

• Git: Strong understanding and practical knowledge of version control tools, particularly GitHub, including branching, merging, pull requests, review processes, and resolving conflicts

• Customer Support: Demonstrated ability to provide superior customer support across a complex organization, with a focus on enhancing the customer experience

• Communication Skills: Excellent written and verbal communication skills, with an appreciation for the importance of comprehensive documentation

• Collaboration Skills: Strong collaboration skills and experience working with cross-functional teams

• Technical Documentation: Passion for creating technical documentation and tutorials, with a deep understanding of what makes an effective knowledge base

• Problem-Solving Skills: Strong problem-solving skills and the ability to troubleshoot complex issues in a dynamic environment

• Adaptability: Ability to adapt to new tools and technologies quickly, and a willingness to continuously learn and grow in the field of observability and monitoring

Other attributes that will excite us:

• GRPC Knowledge: Familiarity with Node GRPC, handling service-to-service IPC calls, GRPC statuses, interceptors, and Protobuf protocol

• Support Infrastructure Design: Experience building and maintaining mature support infrastructure

• Cross-Timezone Experience: Experience in effectively collaborating and communicating with teams across different time zones, ensuring seamless support and coordination

Generally, our compensation structure consists solely of an annual salary; we do not have bonuses. You choose each year how much of your compensation you want in salary versus stock options. To determine your personal top of market compensation, we rely on market indicators and consider your specific job family, background, skills, and experience to determine your compensation in the market range. The range for this role is $200,000.00 - $300,000.00. This compensation range will vary based on location.

Netflix provides comprehensive benefits including Health Plans, Mental Health support, a 401(k) Retirement Plan with employer match, Stock Option Program, Disability Programs, Health Savings and Flexible Spending Accounts, Family-forming benefits, and Life and Serious Injury Benefits. We also offer paid leave of absence programs. Full-time hourly employees accrue 35 days annually for paid time off to be used for vacation, holidays, and sick paid time off. Full-time salaried employees are immediately entitled to flexible time off. See more details about our Benefits here.

Netflix is a unique culture and environment. Learn more here.

Inclusion is a Netflix value and we strive to host a meaningful interview experience for all candidates. If you want an accommodation/adjustment for a disability or any other reason during the hiring process, please send a request to your recruiting partner.

We are an equal-opportunity employer and celebrate diversity, recognizing that diversity builds stronger teams. We approach diversity and inclusion seriously and thoughtfully. We do not discriminate on the basis of race, religion, color, ancestry, national origin, caste, sex, sexual orientation, gender, gender identity or expression, age, disability, medical condition, pregnancy, genetic makeup, marital status, or military service.

Job is open for no less than 7 days and will be removed when the position is filled.