Netflix - Los Gatos, CA
posted 4 months ago
The Technical Support Engineer (L5) position within the Engineering Support Organization is designed to empower the Productivity Engineering team to scale customer support effectively. This role serves as the frontline resource for the engineering workforce, focusing on handling, troubleshooting, and resolving customer requests and issues. The team is dedicated to improving work methods, advocating for customers, enhancing support tools, expanding platform product offerings, and advancing documentation and developer education. Our mission is to provide outstanding support to Netflix's developer community. We pride ourselves on our ability to advocate for our customers by diligently following through on issues and resolving them promptly. In cases where immediate resolution is not possible, we ensure clear communication about the status of the issue and provide visibility into the cause of any delays. We offer insights and feedback, championing customer sentiment regarding the tools and services we support. This valuable information is shared with our partners across Productivity Engineering, and we collaborate with Product Management and Engineering to track ongoing issues, maintain visibility, and communicate customer needs to ensure that improvements are prioritized. As a Technical Support Engineer, you will be responsible for monitoring and handling customer requests, troubleshooting and solving issues, automating support needs, developing runbooks, improving and maintaining support tools, and continuously seeking ways to enhance the engineering support experience. The ideal candidate will have hands-on experience in customer-facing engineering support roles, a strong understanding of infrastructure, internal tooling, platforms, and cloud computing, and a passion for productivity infrastructure and tooling. You will need to excel at understanding and solving complex and ambiguous issues while always seeking improvement. In this role, you will be expected to understand our complex offerings on a deep technical level, be hands-on in the development of our support automation tooling, and recommend product and operational improvements based on customer interactions. Our culture is unique, and we encourage you to do your best work and grow within the organization. We are looking for someone who is not only technically proficient but also passionate about customer service and automation, ensuring that our developer community receives the best support possible.