Big Data Support Solutions Engineer (L5)

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 Engineering. 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 Engineering 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 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 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 and can be worked remotely. 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:

• 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 

• Experience with cloud infrastructure and/or container orchestration platform is a plus 

• 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

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.