Software Engineer - Customer Service Platform

Netflix is hiring a Software Engineer for its Customer Service Platform Help Center team. The role builds and operates a next-generation consumer-facing Help Center, developing robust features and collaborating with engineering teams, product stakeholders, and vendors to deliver scalable end-to-end solutions.

Responsibilities:

• 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
• 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

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
• Ideal candidates are fluent in both frontend and backend
• 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
• 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