Support Solutions Engineer (L5) - Data Platform, Online DataStores

Netflix is one of the world's leading entertainment services, with 283 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 the Engineering Support Organization

The primary goal of the Engineering Support Organization is to empower Data Platform Engineering to scale customer support sustainably and effectively. Serving as the frontline resource for our engineering workforce, the team handles, troubleshoots, and resolves customer requests and issues. Moreover, the team concentrates on improving methods of work, advocating for customers, enhancing support tools, expanding platform product offerings, and advancing documentation and developer education.

Our Mission 

Deliver an excellent support experience to Netflix’s developer community. To advocate for our customers, follow through on issues and resolve them in a reasonable time. If blockers prevent immediate resolution, we communicate status and ensure there is visibility into why there is a delay. 

Provide insights, feedback and champion customer sentiment about the tools we support to our partners across Data Platform. Partner with PM and Engineering to track and maintain visibility into ongoing issues and communicate customer needs to ensure improving in these areas is prioritized.

Drive collaboration efforts to reduce product friction and increase usability so that Data Platform can build, deploy and deliver highly functional solutions for the Developer Community.

Our culture is unique, and we tend to live by our values, allowing you to do your best work and grow.

The Role 

We are looking for a Support Solutions Engineer with a passion for Online Datastores 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 team member has first-hand experience working in customer-facing engineering support roles, writing and building comprehensive self-service knowledge bases, and possesses knowledge of infrastructure, internal tooling, platforms, and cloud computing. You are excellent at understanding and solving complex, ambiguous problems and constantly seek improvement. As an Engineer in this role, we need a candidate who can understand our complex offerings on a technical level, be hands-on in the development of our support automation tooling, and recommend product and operational improvements based on customer interactions.

Location

This role is based in Warsaw. Since this role supports both US/Canada and local Poland teams, the required working hours are 12pm to 8pm local time.

What you’ll need to be successful:

• You are skilled in providing superior customer support across a complex organization, ideally as part of a central team.

• You are passionate about customer experience

• You are a data-driven decision-maker

• You have excellent written and verbal communications skills and appreciate the importance of comprehensive documentation.

• You have strong collaboration skills and experience working with cross-functional teams to drive customer feedback and closing the loop on high friction points.

• Experience in design, implementation, and maintenance of scalable NoSQL datastore solutions

• You have experience with scripting/automation, APIs, development, automation tools, Git cli and are comfortable with Java or Python

• You have experience operating and using one (or more) of the following:

  • Elasticsearch - Familiarity with other components of the Elastic Stack, such as Kibana

  • KeyValue datastores (e.g. Cassandra)

  • Caching systems like Redis and Memcached

  • RDBMS (Aurora/RDS, CockroachDB)

  • AWS (EC2, S3, Route53, Autoscaling)

• You understand the importance of observability and have used monitoring systems (e.g. Atlas, Prometheus, and DataDog) to monitor and analyze performance metrics to identify bottlenecks and areas for improvement.

• You excel in developing tooling and automation to improve process and reduce toil 

• You have proven experience in troubleshooting read/write latencies, debugging, and performing root-cause analysis to identify and resolve complex technical issues efficiently.

• You are adept at solutioning, providing innovative and effective solutions to technical challenges and collaborating with development teams to optimize data models and queries.

Nice to have:

• You have experience in supporting infrastructure automation and have used Zendesk or other ticketing systems for administration.

• Experience building GenAI solutions for Support is a big plus

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 based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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.