Technical Support Engineer (L5) - Productivity

Netflix
Panama
Workplace: RemoteFull timeUSD 200,000 - 300,000 annuallyFunction: Customer Support (Service Desk)Experience: 5+ yearsSkills: ["Problem-solving","Communication","Collaboration","Documentation"]

Serve as frontline support for Netflix’s Productivity Engineering developer community, handling and troubleshooting customer requests while driving timely resolutions. Build and maintain support automation tooling, runbooks, and self-service knowledge bases, and improve support methods and tools. Partner with PM and Engineering to track issues, communicate customer needs, and reduce product friction. Use deep knowledge of JS Platform infrastructure and modern web technologies to evolve best practices and documentation.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Netflix
Netflix
2 days ago

Technical Support Engineer (L5) - Productivity

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 2 hours agoStatus: Live

Job Summary

Serve as frontline support for Netflix’s Productivity Engineering developer community, handling and troubleshooting customer requests while driving timely resolutions. Build and maintain support automation tooling, runbooks, and self-service knowledge bases, and improve support methods and tools. Partner with PM and Engineering to track issues, communicate customer needs, and reduce product friction. Use deep knowledge of JS Platform infrastructure and modern web technologies to evolve best practices and documentation.
Location: Panama
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Monitor and handle customer requests, troubleshoot issues, and drive resolutions in a reasonable time with clear status updates when blocked.
  • •Develop and improve support automation tooling, runbooks, and self-service knowledge bases to enhance the engineering support experience.
  • •Investigate and support Netflix productivity infrastructure and tooling, applying knowledge of JS Platform products and developer workflows.
  • •Partner with PM and Engineering to track and maintain visibility into ongoing issues and communicate customer needs to prioritize improvements.
  • •Recommend product and operational improvements based on customer interactions and champion methods that reduce product friction and improve usability.

Pay and Benefits

Salary: USD 200,000 - 300,000 annually
Equity and Bonus:Equity
Perks:Health Insurance401kEquityDisabilityHsaFsaLife InsurancePaid Leave

Key Requirements

  • •Minimum 5 years of professional support or engineering experience, particularly with JavaScript technologies and platforms.
  • •Strong proficiency in JavaScript and Node.js, working across the stack from UI tooling to HTTP servers.
  • •Experience with modern web technologies, including HTML5, CSS3, and Web APIs, plus cross-browser and responsive design principles.
  • •Familiarity with RESTful APIs, GraphQL, and microservices architecture, including authentication/authorization (OAuth, JWT) and server-side frameworks.
  • •Experience building support automation and tooling (runbooks, scripts) and strong version control skills with Git/GitHub.
Experience:5+ yearsCustomer-facing supportSupport automationDeveloper platforms
Skills:Problem-solvingCommunicationCollaborationDocumentation
Tech Stack:JavaScriptNode.jsHTML5CSS3Web APIsWebpackBabelNpmYarnReactAngularVue.jsRESTful APIsGraphQLMicroservicesOAuthJWTAutomationScriptingGit

Company Brief

Netflix
Global subscription streaming service that produces and distributes movies, TV series, and games across multiple devices, operating worldwide with extensive original content and localized offerings.
Industry: Streaming Platforms
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Los Gatos, United States
Founded: 1997
Glassdoor
Glassdoor: 4.1
WebsiteLinkedInGlassdoor