Software Engineer - Customer Service Platform

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 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.

* 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

* 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

Generally, our compensation structure consists solely of an annual salary; we do not have bonuses. You choose each year how much of your compensation you want in salary versus stock options. To determine your personal top of market compensation, we rely on market indicators and consider your specific job family, background, skills, and experience to determine your compensation in the market range. The range for