Portfolio Jobs

Netflix is one of the world's leading entertainment services, with over 300 million paid memberships in over 190 countries enjoying TV series, films and games across a wide variety of genres and languages. Members can play, pause and resume watching as much as they want, anytime, anywhere, and can change their plans at any time.

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.

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 Solutions Support Engineer with a passion for productivity infrastructure, platform tooling, customer service, and automation. In this role, you will be responsible for partnering with internal software engineers to craft effective solutions using our platform’s paved road tooling. You will monitor and handle developer requests, troubleshoot and resolve issues, automate support needs, develop runbooks, and continuously improve and maintain our support tools. A deep understanding of our product offerings and a drive to enhance the engineering support experience are essential, as you will play a key role in empowering developers to be productive and successful on our platform.

In this role, you will gain a deep understanding of how developers at Netflix utilize Java 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 for 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 or experience of Platform Engineering, in areas like internal tooling 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 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

This role is based in Warsaw and our teams work in a hybrid-working model. Since this role supports both US/Canada and local Poland teams, the required working hours are 12pm to 8pm CET.

What you’ll need to be successful:

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

• Strong proficiency in Java and Spring Boot: Ability to work with Java across the stack, including building, troubleshooting, and supporting microservices using Spring Boot.

• Experience with Modern IPC offerings in Java: This includes gRPC for service-to-service communication and Spring's various offerings for HTTP requests.

• Build Tools and Dependency Management: Familiarity with Gradle for build automation and dependency management; Familiarity with debugging Gradle Plugins is a plus.

• Understanding of distributed systems and microservices architecture: Solid grasp of designing, deploying, and supporting microservices at scale, including service discovery and configuration management.

• Strong understanding of the software development lifecycle (SDLC):, including requirements analysis, design, development, testing, deployment, and maintenance of Java-based applications.

• Experience with automated testing frameworks and practices: such as JUnit, Mockito, or similar tools, to ensure code quality and reliability.

• API Design and Integration: Proficiency in designing, consuming, and troubleshooting RESTful APIs, and familiarity with GraphQL is a plus.

• Security Mechanisms: Understanding of authentication and authorization mechanisms (e.g., OAuth2, JWT) for securing services and APIs.

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

• Git and GitHub: Strong understanding and practical experience using Git for version control, including branching, merging/resolving conflicts, pull requests, and review processes. Familiar with using both GitHub.com and GitHub Enterprise Server.

• Continuous Integration/Continuous Deployment (CI/CD): Practical experience with CI/CD pipelines (e.g., Jenkins, GitHub Actions, GitLab CI) for automating build, test, and deployment processes, including best practices in code integration, automated testing, and microservices deployment.

• 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 and consuming 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:

• 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

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.