Software Engineer - Customer Service Platform

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.

About the Team

The Customer Service Platform team empowers Netflix Customer Service to help out customers 24x7. We do this by creating a maintainable, scalable, and resilient technology ecosystem that blends in-house and vendor solutions.  

Our areas of responsibility include powering our help center through Content Management System (CMS), building a support agent-facing member management system (CRM), and maintaining other metadata management & operations tools.  We focus on operational efficiency, on both agent and customer experience, and enabling rapid innovation in how Netflix does Customer Service, especially in the world of Generative AI. 

We are transforming our technology ecosystem from one composed of mostly legacy home-grown applications to a modern hybrid architecture that strategically integrates vendor solutions while preserving Netflix-specific values. This platform powers support experiences across Streaming, Games, and Netflix House, complemented by significant investment in GenAI initiatives that will define the future of customer service.

About the job

We are looking for a seasoned engineer who is either a jack of all trades between frontend and backend, or have some speciality to bring to the table, e.g. experience building GenAI applications, prior experience in support domain, or experience working on hybrid ecosystems.

You will be the informed captain, responsible for ideating, building, testing, and deploying robust features that meet both technical and business objectives. While being independent, it may require close collaboration with many Netflix engineering sister teams, product stakeholders and external vendors, to deliver the comprehensive end-to-end solutions. 

You should have the platform mindset, as the system is built with layers of abstractions and orchestrations to handle massive end-user traffic and integrate with different vendor solutions at scale and flexibility. We are not only building for today, but also for tomorrow & beyond.

Qualifications:

• Experience with TypeScript or JavaScript

• Experience with modern UI framework such as React

• Solid experience in object oriented programming in Java, C++ etc incl. Javascript class

• Solid experience with API technologies such as GraphQL, gRPC, and REST

• Solid knowledge of data structures, DB schema design and modern design patterns

• Extensive experience integrating internal and/or third-party services

• Experience with cloud computing platforms like Amazon Web Services

Nice to have

• Experience in customer support / account management domain

• Experience with Generative AI / ML at application level

• Experience working with SLOs, SREs, and contemporary observability platforms. 

• Experience developing build tooling or delivery automation

• Experience with distributed systems / cloud deployment / AWS multi region 

• An advocate for reliability and operational excellence

• A good grasp of UX fundamentals

 

Generally, 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 $388,000.00 - $558,000.00. This compensation range will vary based on location.

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 immediat