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 customers. The 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 Missio
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. Remote opportunity.
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
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.
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 – $400,000.