Technical Support Engineer (L5)

Netflix is one of the world's leading entertainment services with over 270 million paid memberships in over 190 countries enjoying TV series, films and games across a wide variety of genres and languages. Members can play, pause and resume watching as much as they want, anytime, anywhere, and can change their plans at any time.
About API Federation and Developer Experience
API Federation and Developer Experience builds the federated GraphQL infrastructure and productivity tools that power product APIs across Netflix. We help Netflix engineers build the GraphQL APIs that make their applications run: from enterprise applications used by our production studio to create, launch, and promote our global content, to the applications that stream that content to your television.
We are committed to building a diverse and inclusive team to bring new perspectives as we solve the next set of challenges. In addition, we are open to remote candidates - we value what you can do, from anywhere in... North America.
Our Team??s Mission
Our team??s mission is to provide an API development platform that is expressive, extensible, and reliable. We provide both the runtime and the developer productivity tools that enable Netflix engineers to ship innovative products quickly and with high confidence. Just as an API is a point of contact between client and server, our team seeks to foster connection and collaboration across Netflix through clear contracts and a rock-solid runtime. We strive to provide our customers with systems that are scalable, documented, observable, and easy to operate.
About the Role
We are looking for a talented Technical Support Engineer to help us onboard and support hundreds of internal engineering customers onto our Federated GraphQL ecosystem. This involves both proactive support of customers migrating to GraphQL, as well as on-call support during business hours, writing excellent documentation for our internal partners, and helping guide the team??s engineering priorities to increase customer joy and improve the developer ergonomics of our products. Concretely, this position will be about 50% support and enablement with our internal customers and 50% working on documentation, developer tooling, and other strategic investments to empower our customers and lower our hands-on support and enablement load.
This role will require you to:
?? Work with a large and diverse array of partners who depend on our products to build software every day.
?? Dig into problems and troubleshoot collaboratively.
?? Write excellent documentation (we believe that ??it??s not done if it??s not documented??).
?? Balance between the priorities of our home engineering team and the needs of our customers.
?? Multitask while juggling a lot of context.
What you??ll need to be successful:
?? Strong knowledge of GraphQL (bonus points for Apollo Federation)
?? Some combination of the following work experience: 3+ years of experience in second-line technical support for enterprise software products OR 3+ years in technical solutions engineering OR 3+ years of engineering developer-oriented products
?? Excellent technical writing skills
?? Debugging and troubleshooting skills
?? A customer-oriented mindset
?? Nice to have: Java and/or JVM ecosystem experience
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 this role is $100,000 - $720,000.
Netflix provides comprehensive benefits including Health Plans, Mental Health support, a 401(k) Retirement Plan with employer match, Stock Option Program, Disability Programs, Health Savings and Flexible Spending Accounts, Family-forming benefits, and Life and Serious Injury Benefits. We also offer paid leave of absence programs. Full-time hourly employees accrue 35 days annually for paid time off to be used for vacation, holidays, and sick paid time off. Full-time salaried employees are immediately entitled to flexible time off. See more detail about our Benefits here.
Netflix is a unique culture and environment. Learn more here.
We are an equal-opportunity employer and celebrate diversity, recognizing that diversity of thought and background builds stronger teams. We approach diversity and inclusion seriously and thoughtfully. We do not discriminate on the basis of race, religion, color, ancestry, national origin, caste, sex, sexual orientation, gender, gender identity or expression, age, disability, medical condition, pregnancy, genetic makeup, marital status, or military service

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