Technical Support Engineer (L5) - Productivity

At Netflix, our mission is to entertain the world. Together, we are writing the next episode - pushing the boundaries of storytelling, global fandom and making the unimaginable a reality. We are a dream team obsessed with the uncomfortable excitement of discovering what happens when you merge creativity, intuition and cutting-edge technology. Come be a part of what’s next.

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.

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.

To learn more about Productivity Engineering, feel free to listen to this podcast.

We are looking for a Solutions 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.

In this role, you will gain a deep understanding of how developers at Netflix utilize JS 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 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 of infrastructure, internal tooling, platforms, 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 technical level, be hands-on in the development of our support automation tooling, and recommend product and operational improvements based on customer interactions.

* Professional Experience: A minimum of 5 years of professional support or engineering experience, particularly with JavaScript technologies and platforms

* Strong proficiency in JavaScript and Node.js: ability to work with JavaScript across the stack from front-end UI, to tooling, to http servers

* Experience with Modern Web Technologies: including HTML5, CSS3, and Web APIs

* Front End Build Tools: Familiarity with frontend build tools and package managers (e.g., Webpack, Babel, npm, Yarn)

* Understanding of responsive design principles and cross-browser compatibility issues.

* UI design principles and tools: Experience with common