软件工程师 - 客户服务平臺
Software Engineer - Customer Service Platform
在Netflix，我们的使命是娱乐全世界。我们正在书写下一章——突破叙事、全球粉丝和将不可想象变为现实的边界。我们是一支梦想团队，痴迷于探索创意、直觉和尖端技术融合时带来的令人不安的兴奋感。加入我们，成为未来的一部分。
**关于团队**
客户服务平台团队赋能Netflix客服团队全天候为客户提供帮助。我们通过创建可维护、可扩展且具有弹性的技术生态系统，结合内部和供应商解决方案来实现这一目标。
从整体架构来看，CSP团队的职责不仅包括帮助中心体验，还包括连接客户与客服人员，构建面向客服人员的会员管理系统（CRM），以及维护其他元数据管理与运营工具。我们专注于运营效率，兼顾客服和客户体验，并推动Netflix客服方式的快速迭代，尤其是在生成式AI（GenAI）应用方面。
我们正在将技术生态系统从主要由遗留自研应用组成，转变为现代混合架构，战略性地整合供应商解决方案，同时保留Netflix特有的价值观。该平台支持流媒体、游戏和Netflix House的支持体验，并伴随着对GenAI项目的重大投资，这些项目将定义客户服务的未来。
**关于职位**
我们正在寻找经验丰富的全栈工程师加入我们的帮助中心子团队。我们专注于打造下一代面向消费者的帮助中心体验，每年服务数千万访客。
理想的候选人应精通前端和后端开发，并可能具备某些专长，例如构建大规模消费级应用内webView体验、GenAI应用等。在客服领域有经验者将是一个巨大优势，但不是必需条件。该职位需要参与值班轮班，以支持生产服务。
作为帮助中心子团队的一员，您将负责构思、构建、测试和部署符合技术和业务目标的稳健功能。虽然需要独立工作，但也可能需要与许多Netflix工程姐妹团队、产品利益相关者和外部供应商密切合作，以交付全面的端到端解决方案。
该职位要求具备平台相关经验
查看英文原文
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.
**About the Team**
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.
**About the job**
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.
**Qualifications:**
- 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
**Nice to have**
- 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 this role is $388,000.00 - $558,000.00. This compensation range will vary based on location.
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 details about our Benefits [here](https://jobs.netflix.com/work-life-philosophy).
Netflix is a unique culture and environment. Learn more [here](https://jobs.netflix.com/culture).
[Inclusion](https://about.netflix.com/en/inclusion) is a Netflix value and we strive to host a meaningful interview experience for all candidates. If you want an accommodation/adjustment for a disability or any other reason during the hiring process, please send a request to your recruiting partner.
We are an equal-opportunity employer and celebrate diversity, recognizing that diversity 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.
Job is open for no less than 7 days and will be removed when the position is filled.