About

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Role Description

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.

• Improve methods of work
• Advocate for customers
• Enhance support tools
• Expand platform product offerings
• Advance documentation and developer education

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 customer requests
• Troubleshooting and solving issues
• Automating support needs
• Developing runbooks
• Improving and maintaining support tools
• Understanding product offerings
• Continuously looking for ways to improve the engineering support experience

Qualifications

• A minimum of 5 years of professional support or engineering experience, particularly in Big data technologies including 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
• Experience with big data warehouse storage systems (e.g. Iceberg)
• 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
• Desire and aptitude to learn how the pieces of the big data platform work together
• Ability to adapt to new tools and technologies quickly
• Proficient in at least one programming language, ideally Python and/or Java
• Experience in developing tools and scripts to automate processes and improve efficiency
• Demonstrated ability to provide superior customer support across a complex organization
• Excellent written and verbal communication skills
• Strong collaboration skills and experience working with cross-functional teams
• Passion for creating technical documentation and tutorials
• Strong problem-solving skills and the ability to troubleshoot complex issues
• Knack for providing proactive feedback during early development stages of a product offering

Requirements

• Experience building GenAI solutions for Support is a big plus
• Experience building and maintaining mature support infrastructure

Benefits

• Inclusion is a Netflix value and we strive to host a meaningful interview experience for all candidates
• Equal-opportunity employer celebrating diversity