Software Engineer, Customer Service Platform

Software Engineer, Customer Service Platform at Netflix

At Netflix, our mission is to entertain the world. We are writing the next episode - pushing the boundaries of storytelling, global fandom and making the unimaginable a reality. Join our dream team, obsessed with merging creativity, intuition, and cutting-edge technology.

About The Team

The Customer Service Platform team empowers Netflix Customer Service to assist customers 24x7. We achieve this by building a maintainable, scalable, and resilient technology ecosystem, integrating both in-house and vendor solutions. Our responsibilities include powering the help center via a Content Management System (CMS), developing a support agent-facing member management system (CRM), and maintaining metadata management and operations tools. We prioritize operational efficiency, enhance both agent and customer experience, and enable rapid innovation in Netflix Customer Service, particularly with Generative AI.

We are currently transforming our technology ecosystem from mostly legacy home-grown applications to a modern hybrid architecture. This new approach strategically integrates vendor solutions while retaining Netflix-specific values. This platform supports streaming, games, and Netflix House experiences, complemented by significant investment in GenAI initiatives that will define the future of customer service.

About The Job

We are seeking a seasoned engineer for the Software Engineer, Customer Service Platform role, who either excels as a full-stack developer or possesses specialized experience in areas like building GenAI applications, prior involvement in the customer support domain, or expertise in hybrid ecosystems.

As an informed captain, you will be responsible for ideating, building, testing, and deploying robust features that satisfy both technical and business objectives. While working independently, you will frequently collaborate with various Netflix engineering sister teams, product stakeholders, and external vendors to deliver comprehensive end-to-end solutions.

A strong platform mindset is essential, as the system utilizes layers of abstractions and orchestrations to manage massive end-user traffic and integrate diverse vendor solutions at scale and with flexibility. We are committed to building for the future, not just the present.

Qualifications

• Experience with TypeScript or JavaScript
• Experience with modern UI frameworks such as React
• Solid experience in object-oriented programming in Java, C++, etc., including JavaScript classes
• 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

Compensation & Benefits

Netflix's compensation structure typically consists solely of an annual salary, without bonuses. You have the flexibility to choose each year how much of your compensation you want in salary versus stock options. To determine your personal top-of-market compensation, we evaluate market indicators and consider your specific job family, background, skills, and experience. The estimated range for this role is $388,000.00 - $558,000.00, which will vary based on location.

Netflix offers 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. Paid leave of absence programs are also provided. Full-time hourly employees accrue 35 days annually for paid time off (vacation, holidays, sick leave), while full-time salaried employees are immediately entitled to flexible time off. More details on benefits can be found on our website.

Culture & Inclusion

Netflix fosters a unique culture and environment. We value inclusion and aim to provide a meaningful interview experience for all candidates. If you require an accommodation or adjustment for a disability or any other reason during the hiring process, please contact your recruiting partner. We are an equal-opportunity employer and celebrate diversity, recognizing that diverse teams are stronger. We approach diversity and inclusion thoughtfully and seriously, and do not discriminate based on 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.

Key skills/competency

• TypeScript
• React
• Java
• GraphQL
• REST
• AWS
• Generative AI
• Distributed Systems
• Data Structures
• API Integration