Support Solutions Engineer (L5) Data Platform, Big Data / Analytics

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 Engineering Support Organization

The aim of the Engineering Support Organization is to enable Platform Engineering to effectively and sustainably scale the support they provide to their customers. The team  is the frontline resource for the engineering support needs of our customers (i.e. our workforce) - handling troubleshooting and resolving customer requests and issues. In addition the team will focus on ways of working customer advocacy support tooling platform product offerings 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 Productivity and Data Platform Engineering. Partner with Product Management Developer Education 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 Platform Engineering can build deploy and deliver highly functional solutions for the Developer Community.

The Role

We are looking for a Support Solutions Engineer with a passion for data platform 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 support documentation and runbooks improving and maintaining support tools and automation 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 a comprehensive self-service knowledge base and has knowledge of infrastructure internal tooling platforms and cloud computing. You are excellent at understanding and solving complex and 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.

What you’ll need to be successful:

• A minimum of 5 years of professional support or engineering experience particularly in Big data technologies including and not limited to Spark Trino Druid Iceberg Hadoop framework Kafka and Flink.

• Prior experience supporting platforms built using open source technologies such as Apache Kafka Spark and Hadoop.

• You have worked with big data warehouse storage systems (e.g. Iceberg)

• You have at least 1 year of experience in providing technical support for Kafka clusters or other pub/sub systems like Google Cloud Pub/Sub RabbitMQ etc.

• Ability to read and write SQL queries to pull required complex data to support any reported issues/product defects

• Prior Experience with cloud infrastructure and/or container orchestration platform

• You have the desire and aptitude to learn how the pieces of the big data platform work together .

• Ability to adapt to new tools and technologies quickly and a willingness to continuously learn and grow in the field of big data and data movement.

• You are a data-driven and evidence-based decision-maker

• You are proficient in at least one programming language ideally Python and/or Java enabling you to contribute to codebases across related domains

• Experience in developing tools and scripts to automate processes and improve efficiency with a strong focus on continuous improvement.

• Demonstrated ability to provide superior customer support across a complex organization with a focus on enhancing the customer experience.

• Excellent written and verbal communication skills with an appreciation for the importance of comprehensive documentation.

• Strong collaboration skills and experience working with cross-functional teams.

• Passion for creating technical documentation and tutorials with a deep understanding of what makes an effective knowledge base.

• Strong problem-solving skills and the ability to troubleshoot complex issues in a dynamic environment

• Knack for providing proactive feedback during early development stages of a product offering based on subject matter expertise and user sentiment.

Other attributes that will excite us:

• Experience building GenAI solutions for Support is a big plus

• Experience building and maintaining mature support infrastructure

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 $270000.00 - $410000.00. 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 .

Netflix is a unique culture and environment. Learn more here .

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.