Technical Support Engineer (L5) - Productivity

Netflix

Netflix

IT, Customer Service
Los Gatos, CA, USA
Posted on Saturday, November 18, 2023
Netflix is the world’s leading streaming entertainment service with 220 million paid memberships in over 190 countries, enjoying TV series, documentaries, and feature films across a wide variety of genres and languages. Members can watch as much as they want, anytime, anywhere, on any internet-connected screen. Members can play, pause and resume watching, all without commercials or commitments.
About the Engineering Support Organization
The primary goal of the Engineering Support Organization is to empower Productivity Engineering to scale customer support. 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
We pride ourselves on providing outstanding support to Netflix’s developer community. We advocate for our customers by diligently following through on issues and resolving them promptly. If blockers prevent immediate resolution, we ensure clear communication about the status and provide visibility into the cause of the delay.
We offer insights and feedback, and champion customer sentiment regarding the tools and services we support. We share this valuable information with our partners across Productivity Engineering. We also collaborate with Product Management and Engineering to track ongoing issues, maintain visibility, and communicate customer needs to ensure improvements are prioritized.
We lead collaboration efforts to reduce product friction and enhance usability. This enables Productivity Engineering to build, deploy, and deliver highly functional solutions to the Developer Community.
Our culture is unique, and we tend to live by our values, allowing you to do your best work and grow. To learn more about Productivity Engineering, feel free to listen to this podcast.
The Role
We are looking for a Technical 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.
Our ideal candidate has hands-on experience in customer-facing engineering support roles, building comprehensive self-service knowledge bases, and possesses knowledge of infrastructure, internal tooling, platforms, and cloud computing.
We are looking for someone who excels at understanding and solving complex and ambiguous issues, and is always seeking to improve.
As an Engineer in this role, we need a candidate who can understand our complex offerings on a deep technical level, be hands-on in the development of our support automation tooling, and recommend product and operational improvements based on customer interactions.

Location

  • Remote - Our offices are located in Los Gatos.

What you’ll need to be successful:

  • You have a minimum of 3 years of professional support engineering experience
  • Strong understanding and practical knowledge of version control tools, particularly GitHub, including branching, merging, pull requests, review processes, and resolving conflicts.
  • You possess an in-depth knowledge of Gradle with an ability to effectively manage and orchestrate project builds and dependencies.
  • You have a strong foundation in Java, complemented by a thorough understanding of the Spring Boot framework.
  • You excel in developing tools and scripts and seek out process improvement opportunities through automation.
  • You have a solid understanding of Continuous Integration/Continuous Delivery (CI/CD) and their purposes.
  • You are skilled in providing superior customer support across a complex organization, ideally as part of a central team. You obsess over customer experience.
  • You have excellent written and verbal communication skills and appreciate the importance of comprehensive documentation.
  • You have strong collaboration skills and experience working with cross-functional teams.
  • You are passionate about technical documentation and tutorials and have a deep understanding of what makes a great knowledge base.
  • Other attributes that will excite us: You are conversant with GRPC, including handling service-to-service IPC calls, GRPC statuses, interceptors, and knowledge of the Protobuf protocol
  • You have had exposure to Linux and Docker and have worked with Debian / Artifacts
  • You are a data-driven decision-maker and you have experience building dashboards
  • You have experience in supporting infrastructure automation and have used Zendesk or other ticketing systems for administration
  • You have familiarity with and are passionate about observability tooling and best practices.
Our culture is unique, and we tend to live by our values, allowing you to do your best work and grow. To learn more about Productivity Engineering, feel free to listen to this podcast.
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 $150,000- $370,000.
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.
We are an equal opportunity employer and celebrate diversity, recognizing that diversity of thought and background 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.