Software Engineer - Customer Service Platform

Netflix•Remote, OR

67d•$388,000 - $558,000

About The Position

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. 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.

Requirements

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 Haves

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

Responsibilities

Ideating, building, testing, and deploying robust features that meet both technical and business objectives.
Collaborating with Netflix engineering sister teams, product stakeholders and external vendors, to deliver comprehensive end-to-end solutions.
Participating in an on-call rotation supporting production services.