Solutions Support Engineer (L5) - Eng Productivity

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.

The primary goal of the Engineering Support Organization 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.

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.

To learn more about Productivity Engineering, feel free to listen to this podcast.

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.

* Professional Experience: 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

* GraphQL: Working knowledge of GraphQL and federated-graph architecture (schema design, resolvers, query troubleshooting)

* Experience with Modern Web Technologies: including HTML5, CSS3, and Web APIs