Solutions Support Engineer (L5) - Delivery

Netflix is one of the world's leading entertainment services, with 283 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 internal 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 Solutions Support Engineer with a passion for software delivery infrastructure and tooling, customer service, and automation. You will support the Delivery Engineering team, which owns the systems used by Netflix engineers to test and deploy thousands of changes per day. 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 and platform engineering tooling.

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.

Location

Our offices are located in Los Gatos and we support Remote work as well.

What you’ll need to be successful:

• Professional Experience: At least 5 years of experience in support or engineering roles, with a strong focus on delivery, observability, and cloud technologies

• CI/CD Experience: Proficiency with popular CI/CD tools such as Jenkins, GitLab CI, CircleCI, Azure DevOps, or GitHub Actions

• Deployment Pipelines: Strong understanding of how to design, implement, manage, and support deployment pipelines

• Container and Image Management: Experience with containers and AMI creation, utilizing tools like Kubernetes, OpenShift, and Helm for deployment automation

• Observability and Monitoring Tools: Experienced in utilizing observability platforms for metrics, logs, and tracing to pinpoint root causes in microservice architectures

• GitHub and Git: Strong understanding and practical knowledge of version control tools, particularly GitHub, including branching, merging, pull requests, review processes, and resolving conflicts

• Programming Skills: Familiarity with programming languages and frameworks commonly used in this domain, such as Java, Javascript or python

• Customer Support: Demonstrated ability to provide superior engineering support across a complex organization, effectively resolving challenging issues and enhancing the customer experience

• Problem-Solving Skills: Strong problem-solving skills and the ability to troubleshoot complex issues in a dynamic environment

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

• 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 technical documentation and tutorials, with a deep understanding of what makes an effective knowledge base

• 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:

• GraphQL Schema Management: Experience working on schema changes in a federated GraphQL gateway

• Cross-Timezone Experience: Experience in effectively collaborating and communicating with teams across different time zones, ensuring seamless support and coordination

Be sure to review our culture page to learn more about the unique Netflix culture and the opportunity to be part of our team.

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 $100,000 - $720,000.

Netflix provides comprehensive benefits including Health Plans, Mental Health support, a 401(k) Retirement Plan with employer match, Stock Option Program, Disability Programs, Health Savings and Flexible Spending Accounts, Family-forming benefits, and Life and Serious Injury Benefits. We also offer paid leave of absence programs.  Full-time hourly employees accrue 35 days annually for paid time off to be used for vacation, holidays, and sick paid time off. Full-time salaried employees are immediately entitled to flexible time off. See more detail about our Benefits here.

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.

Job is open for no less than 7 days and will be removed when the position is filled.