Technical Support Engineer
L5, Productivity Engineering
Posted on 3/3/2023
Los Gatos, CA, USA
Experience Level
Desired Skills
Customer Service
  • 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
  • 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

5,001-10,000 employees

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.
  • 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