The RoleWe 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 customers27 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 you27ll 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 .
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:
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 $270,000.00 - $410,000.00. 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.
