An Introduction to Netflix's Customer Service Engineering team. Like the rest of Netflix's technology stack, nearly all of the CS platform has been built from scratch. Netflix CSE is integrated with almost every aspect of the streaming business. A growing subscriber base and the scale required to keep up with global expansion make Netflix CSE a uniquely interesting team within an amazing company.

1. Netflix Customer Service
Engineering
cs-engineering-recruiting@netflix.com

2. What we do
• We develop systems and tools for Global CS
• We build everything in-house from the ground up
• Our tools are constantly evolving. Why?
• More customers, devices and countries means
more things that can go wrong
• We want to improve CS despite the increased
number of potential issues

3. What we do
• Our systems have to be available when others are
down
• We’re built on Netflix’s Amazon cloud platform

4. What we are
• The Front Line of Defense
• A microcosm of Netflix
• Global scope
• Integrated with nearly every aspect of Netflix ecosystem
• Global footprint
• Software and call centers

5. What we are not
• A team tasked with simply configuring &
maintaining monolithic vendor software
• Static & unchanging
• Unimaginative & traditional

6. Ecosystem
• Custom CRM
• Integrated voice
• Integrated chat
• Online Self-Service Help Center
(help.netflix.com)

7. Ecosystem
• Plus, over 15 supporting microservices
• Systems integration
• Account/Billing, Viewing History, etc.
• Streaming device integrations
• Fault tolerance, instrumentation and monitoring
• Data aggregation and reporting

8. Current Challenges
• Growing Subscriber Base
• Geographic Footprint due to International
Expansion
• Building a Call Center in the Cloud

9. Future Challenges
• Scaling to support continued growth
• Intelligent streamlining and efficiency
• Agent: speedy access to knowledge base,
intuitive UX, etc.
• Customer: seamless and personalized self-
service help

10. We’re hiring
• Build systems and tools to help us expand worldwide
• Platform Engineers
• UI Engineers
• Full Stack Engineers
• Email us any time
• cs-engineering-recruiting@netflix.com
• Our culture is unique. Want to learn more?

11. …
If we do our job right, maybe our agents can do more
of this...