Full Time Job

Product Reliability Engineer, Pre Support


Los Angeles, CA 11-23-2020
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  • Paid
  • Full Time
  • Senior (5-10 years) Experience
Job Description

As a Product Reliability Engineer within the Customer Service org, you will apply systems analysis techniques to internal services at Netflix with the end goal of resolving product complexity for our global user base working within our Studio and Production environments. Practically speaking, this requires designing and documenting procedures, analysis, and testing techniques for the purpose of ensuring services are working optimally for our users. This includes error and fault tracking, alerting, release and canary testing, among other common reliability practices.

Separately, this role requires great communicators, storytellers, and advocates who can consult with a wide vertical of groups, including production/post-production teams, technical support teams, product designers, and data-science teams who share integrated services with the Netflix Studio products. Your end goal with these groups is to facilitate and spearhead initiatives to resolve product complexity based on data-informed decision making, building insights models, and utilizing robust Big Data resources and customer service sentiment to extract and tell compelling stories.

Core Responsibilities:
• Design and document procedures, analysis, insight models, and alerting techniques for the purpose of ensuring services are working optimally for our users, including error and fault tracking, data audits and alerting triggers
• Develop strong cross-functional relationships with business partners across Physical Production, Creative Production, Product Management, Studio Training, Studio Insights, Data Engineering, Data Science, Business Development, Engineering, Design, and Quality teams
• Troubleshoot, research, analyze, and diagnose complicated technical issues by diving in to backend systems and logging
• Advocating for users and stakeholders by exposing friction and reliability concerns within the products that also drive pain for customer service
• Apply systems analysis techniques to internal services at Netflix: including writing complex SQL statements and joins and creating visualizations to tell clear stories about product complexity
• Assist in managing Netflix's reaction to emergency events as a crisis or incident lead, or as a subject-matter-expert
• Travel and help develop our frontline technical workforce

Qualifications and Expectations:
• You possess 5 or more years of experience in insights gathering with hands-on expertise and a passion for research; certification/QA insights experience a plus
• Demonstrated ability to gather and analyze a variety of data points (qualitative and quantitative) and whittle that information down to the most salient insights for the business
• Big data experience with extracting (e.g. SQL, Apache Spark, Python) and visualizing data (e.g. Tableau)
• Uniquely obsessed with great user experiences
• Thrive in an innovative culture where autonomy is necessary, and communication is paramount
• High level of responsibility, ownership, and accountability
• Ability to distill and communicate highly complex issues for a non-technical audience
• Proven effectiveness at delivering impactful presentations to a variety of audiences
• Able to effectively debate and use data as the basis of your argument
• Plus: Familiarity with REST APIs
• Plus: Experience working in Project Management software, e.g. Atlassian Jira
• Plus: Experience in film/television/entertainment industry

Company Profile

Netflix is the world's leading streaming entertainment service with 193 million paid memberships in over 190 countries enjoying TV series, documentaries and feature films across a wide variety of genres and languages. Members can watch as much as they want, anytime, anywhere, on any internet-connected screen. Members can play, pause and resume watching, all without commercials or commitments.