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.  

On a grand schema, the CSP team responsibilities include not only the Help Center experience, but connecting customers with agents too, building an 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 iterations in how Netflix does Customer Service, especially with Generative AI (GenAI) adoptions.

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 seasoned full stack engineers to join our help center sub team. We are focusing on building next-gen consumer facing help center experience that serves tens of millions of visitors a year. 

Ideal candidates are fluent in both frontend and backend, and may have some speciality to bring to the table, e.g. experience building large scale consumer grade in-app webView experience, GenAI applications etc. Prior experience in the support domain will be a big plus but not required. The role includes participation in an on-call rotation supporting production services.

As a member in the Help Center sub team, You will be 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. 

The role calls for a 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:

• Solid experience with TypeScript or JavaScript

• Solid experience with modern UI framework such as React

• Experience with AB test experiments and events instrumentations

• Experience with API technologies such as GraphQL, gRPC, and RES

• Experience with cloud computing platforms like Amazon Web Services

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

Nice to have

• Experience serving high volume consumer facing traffic

• Experience building WebView based web applications

• Experience with Generative AI / ML at application level

• Experience in customer support / account management domain

• 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 immediately entitled to flexible time off. See more details about our Benefits here.

Netflix is a unique culture and environment. Learn more 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.