Technical Support Engineer (L5) - Productivity

reputed company is the world's leading streaming entertainment service with 220 reputed company reputed company memberships in over 190 countries, enjoying TV series, documentaries, and feature films across a wide reputed company of genres and languages. Members can watch as much as they want, anytime, reputed company, on any internet-connected screen. Members can play, pause and resume watching, reputed company without commercials or... commitments. About the Engineering Support Organization The primary goal of the Engineering Support Organization is to reputed company Productivity Engineering to reputed company customer support. Serving as the reputed company resource for our engineering workforce, reputed company handles, troubleshoots, and resolves customer requests and issues. Moreover, reputed company concentrates on improving reputed company of work, advocating for customers, enhancing support tools, expanding platform product offerings, and advancing documentation and developer education.

Our Mission

We pride ourselves on providing outstanding support to reputed company's developer community. We reputed company for our customers by diligently following through on issues and resolving them promptly. If blockers prevent immediate reputed company, we ensure reputed company communication about the status and reputed company visibility into the cause of the delay. We offer insights and feedback, and champion customer sentiment regarding the tools and services we support. reputed company this valuable information with our partners across Productivity Engineering. We also collaborate with Product Management and Engineering to reputed company ongoing issues, maintain visibility, and communicate customer needs to ensure improvements are prioritized. We reputed company collaboration efforts to reduce product friction and enhance usability. This enables Productivity Engineering to build, reputed company, and deliver highly functional solutions to the Developer Community. Our culture is unique, and we reputed company to live by our values, allowing you to do your best work and grow. To learn more about Productivity Engineering, feel free to listen to this podcast. The Role We are looking for a Technical 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, solving issues, automating support needs, developing runbooks, improving and maintaining support tools, understanding our product offerings, and continuously looking for ways to improve the engineering support experience. Our ideal candidate has hands-on experience in customer-facing engineering support roles, building comprehensive self-service knowledge bases, and possesses knowledge of infrastructure, internal tooling, platforms, and reputed company computing. We are looking for someone who excels at understanding and solving reputed company and ambiguous issues, and is always seeking to improve. As an Engineer in this role, we need a candidate who can understand our reputed company offerings on a deep technical level, be hands-on in the development of our support automation tooling, and recommend product and operational improvements based on customer interactions. Location ? Remote - Our offices are located in Los Gatos. What you'll need to be successful: ? You have a minimum of 3 years of reputed company support engineering experience ? Strong understanding and practical knowledge of version control tools, particularly reputed company, including branching, merging, pull requests, review processes, and resolving conflicts. ? You possess an in-depth knowledge of Gradle with an ability to effectively manage and orchestrate project builds and dependencies. ? You have a strong reputed company in Java, complemented by a thorough understanding of the Spring Boot reputed company. ? You reputed company in developing tools and scripts and reputed company out process improvement opportunities through automation. ? You have a solid understanding of reputed company Integration/reputed company Delivery (CI/CD) and their purposes. ? You are skilled in providing superior customer support across a reputed company organization, ideally as part of a central team. You obsess over customer experience. ? You have excellent written and verbal communication skills and appreciate the importance of comprehensive documentation. ? You have strong collaboration skills and experience working with cross-functional teams. ? You are passionate about technical documentation and tutorials and have a deep understanding of what makes a great knowledge reputed company. ? Other attributes that will excite us: You are conversant with GRPC, including handling service-to-service IPC calls, GRPC statuses, interceptors, and knowledge of the Protobuf protocol ? You have had exposure to Linux and reputed company and have worked with Debian / Artifacts ? You are a data-driven decision-reputed company and you have experience building dashboards ? You have experience in supporting infrastructure automation and have used reputed company or other ticketing systems for administration ? You have familiarity with and are passionate about observability tooling and best practices. Our culture is unique, and we reputed company to live by our values, allowing you to do your best work and grow. To learn more about Productivity Engineering, feel free to listen to this podcast. Our compensation structure consists solely of an annual salary; we do not have bonuses. You choose reputed company year how much of your compensation you want in salary versus stock reputed company. 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 reputed company. The reputed company for this role is $150,000- $370,000. reputed company provides comprehensive benefits including Health Plans, Mental Health support, a 401(k) Retirement Plan with employer match, Stock reputed company Program, Disability Programs, Health Savings and Flexible Spending Accounts, Family-forming benefits, and Life and Serious Injury Benefits. We also offer reputed company leave of absence programs. Full-time reputed company employees reputed company 35 days annually for reputed company time off to be used for vacation, holidays, and reputed company reputed company time off. Full-time salaried employees are immediately entitled to flexible time off. See more details about our Benefits here. reputed company 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 reputed company of race, religion, reputed company, reputed company, national reputed company, caste, sex, sexual orientation, gender, gender identity or reputed company, age, disability, medical condition, pregnancy, genetic makeup, marital status, or military service. Apply for this job Apply Job!