Technical Support Engineer @ Netflix

Technical Support Engineer

L5, Productivity Engineering

Posted on 3/3/2023

INACTIVE

Locations

Los Gatos, CA, USA

Experience Level

Entry

Junior

Mid

Senior

Expert

Desired Skills

Customer Service

Communications

Requirements

You have a minimum of 3 years of professional engineering experience
You excel in developing tools and scripts and seek out process improvement opportunities through automation
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 are a data-driven decision-maker
You have excellent written and verbal communications skills and appreciate the importance of comprehensive documentation
You have strong collaboration skills and experience working with cross-functional teams
You are passionate about self help, technical documentation and have a deep understanding of what makes a great knowledge base

Responsibilities

Deliver an excellent support experience to Netflix's developer community. To advocate for our customers, 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
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 support documentation and runbooks, improving and maintaining support tools and automation, understanding our product offerings, and continuously looking for ways to improve the engineering support experience
Our ideal team member has first-hand experience working in customer-facing, engineering support roles, writing and building a comprehensive self-service knowledge base and has knowledge of infrastructure, internal tooling, platforms, and cloud computing. You are excellent at understanding and solving complex and 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

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 aim of the Engineering Support Organization is to enable Productivity Engineering to effectively and sustainably scale the support they provide to their customersThe team is the frontline resource for the engineering support needs of our customers (i.e., our workforce) - handling, troubleshooting, and resolving customer requests and issues. In addition, the team will focus on ways of working, customer advocacy, support tooling, platform product offerings, documentation, and developer education.

Our Mission

Deliver an excellent support experience to Netflix’s developer community. To advocate for our customers, 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 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 support documentation and runbooks, improving and maintaining support tools and automation, understanding our product offerings, and continuously looking for ways to improve the engineering support experience.

Our ideal team member has first-hand experience working in customer-facing, engineering support roles, writing and building a comprehensive self-service knowledge base and has knowledge of infrastructure, internal tooling, platforms, and cloud computing. You are excellent at understanding and solving complex and 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.

Location

Our offices are located in Los Gatos.

What you’ll need to be successful:

You have a minimum of 3 years of professional engineering experience
You excel in developing tools and scripts and seek out process improvement opportunities through automation.
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 are a data-driven decision-maker
You have excellent written and verbal communications skills and appreciate the importance of comprehensive documentation
You have strong collaboration skills and experience working with cross-functional teams.
You are passionate about self help, technical documentation and have a deep understanding of what makes a great knowledge base

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 Platform Engineering, feel free to listen to this podcast.

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 based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

At Netflix, we carefully consider a wide range of compensation factors to determine your personal top of market. We rely on market indicators to determine compensation and consider your specific job family, background, skills, and experience to get it right. These considerations can cause your compensation to vary and will also be dependent on your location.

The overall market range for roles in this area of Netflix is typically $90,000 - $900,000

This market range is based on total compensation (vs. only base salary), which is in line with our compensation philosophy. Netflix is a unique culture and environment. Learn more here.

5,001-10,000 employees

Website

Subscription streaming entertainment service

Company Overview

Netflix's mission is to entertain the world. The company operates a streaming platform for movies & TV shows and has over 222 million subscribers globally.

Benefits

Free lunches
Up to 12 months' maternity and paternity leave
Unlimited vacation days, within reason
Open working hours (at the California office)
Health, vision, and dental insurance
Employee stock purchase plan
Mobile phone discounts

Company Core Values

Inclusion
Innovation
Passion
Curiosity
Judgment
Communication
Courage
Selflessness
Integrity
Impact