Solutions Support Engineer (L5) - Eng Productivity

Netflix • ,

71d • $270,000 - $410,000

About The Position

The Engineering Support Organization's primary goal is to empower Productivity Engineering to scale customer support sustainably and effectively. Serving as the frontline resource for our engineering workforce, the team handles, troubleshoots, and resolves customer requests and issues. Moreover, the team focuses on improving work methods, advocating for customers, enhancing support tools, expanding platform product offerings, and advancing documentation and developer education.

Our Mission:
Deliver an excellent support experience to Netflix’s developer community. To advocate for our customers, to follow through on issues, and resolve them in a reasonable time. If blockers prevent immediate resolution, we communicate the status and ensure visibility into the delay.

Provide insights, feedback, and champion customer sentiment about the tools we support to our partners across Productivity Engineering. Partner with PM and Engineering to track and maintain visibility into ongoing issues and communicate customer needs to ensure that improvements in these areas are prioritized.

Drive collaboration to reduce product friction and improve usability, enabling Productivity Engineering to build, deploy, and deliver highly functional solutions for the Developer Community.

We are looking for a Solutions Support Engineer with a passion for productivity infrastructure and tooling, customer service, and automation. You will be responsible for monitoring and handling our customers’ requests, troubleshooting, resolving issues, automating support processes, developing runbooks, improving and maintaining support tools, understanding our product offerings, and continuously seeking ways to enhance the engineering support experience.

In this role, you will gain a deep understanding of how developers at Netflix utilize JS Platform products to craft effective solutions and abstractions tailored to their specific use cases. Leveraging this insight, you will play a key role in shaping and advancing best practices, ensuring that our support solutions are perfectly aligned with the evolving needs of our developer community.

Our ideal team member has first-hand experience working in customer-facing engineering support roles, writing and building comprehensive self-service knowledge bases, and possesses knowledge of infrastructure, internal tooling, platforms, and cloud computing. You are excellent at understanding and solving complex, ambiguous problems and constantly seek improvement. As an Engineer in this role, we need a candidate who can understand our complex offerings at a technical level, be hands-on in developing our support automation tooling, and recommend product and operational improvements based on customer interactions.

Requirements

• A minimum of 5 years of professional support or engineering experience, particularly with JavaScript technologies and platforms
• Strong proficiency in JavaScript and Node.js: ability to work with JavaScript across the stack from front-end UI, to tooling, to http servers
• GenAI fluency: Hands-on use of AI coding assistants / agentic tools (Claude Code, Cursor, MCP) to troubleshoot, automate, and accelerate work
• Working knowledge of GraphQL and federated-graph architecture (schema design, resolvers, query troubleshooting)
• Experience with Modern Web Technologies: including HTML5, CSS3, and Web APIs
• Familiarity with frontend build tools and package managers (e.g., Webpack, Babel, npm, Yarn)
• Understanding of responsive design principles and cross-browser compatibility issues.
• Experience with common design tools such as Figma, Sketch, and Adobe XD
• Proficiency in front-end frameworks such as React, Angular, or Vue.js.
• Familiarity with RESTful APIs, GraphQL, and microservices architecture
• Experience with server-side templating languages and frameworks
• Understanding of authentication and authorization mechanisms (e.g., OAuth, JWT)
• Experience in developing tools and scripts to automate processes and improve efficiency, with a strong focus on continuous improvement
• Strong understanding and practical knowledge of version control tools, particularly GitHub, including branching, merging, pull requests, review processes, and resolving conflicts
• Demonstrated ability to provide superior customer support across a complex organization, with a focus on enhancing the customer experience
• Excellent written and verbal communication skills, with an appreciation for the importance of comprehensive documentation
• Strong collaboration skills and experience working with cross-functional teams
• Passion for creating technical documentation and tutorials, with a deep understanding of what makes an effective knowledge base
• Strong problem-solving skills and the ability to troubleshoot complex issues in a dynamic environment
• Ability to adapt to new tools and technologies quickly, and a willingness to continuously learn and grow in the field of observability and monitoring

Nice To Haves

• GRPC Knowledge: Familiarity with Node GRPC, handling service-to-service IPC calls, GRPC statuses, interceptors, and Protobuf protocol
• Support Infrastructure Design: Experience building and maintaining mature support infrastructure
• Cross-Timezone Experience: Experience in effectively collaborating and communicating with teams across different time zones, ensuring seamless support and coordination

Responsibilities

• Monitoring and handling customer requests
• Troubleshooting and resolving issues
• Automating support processes
• Developing runbooks
• Improving and maintaining support tools
• Understanding product offerings
• Continuously seeking ways to enhance the engineering support experience
• Shaping and advancing best practices
• Ensuring support solutions are aligned with the evolving needs of the developer community
• Recommending product and operational improvements based on customer interactions

Benefits

• Health Plans
• Mental Health support
• 401(k) Retirement Plan with employer match
• Stock Option Program
• Disability Programs
• Health Savings and Flexible Spending Accounts
• Family-forming benefits
• Life and Serious Injury Benefits
• paid leave of absence programs
• flexible time off

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed