Support Solutions Engineer (L5) - Data Platform, Online DataStores
Job Description
Netflix, the global entertainment leader serving over 300 million subscribers worldwide, is seeking a Support Solutions Engineer (L5) for their Data Platform team. This role sits within the Engineering Support Organization, which is crucial in empowering Data Platform Engineering to scale customer support effectively and sustainably.
The position offers a unique opportunity to work with Netflix's sophisticated data infrastructure, focusing on Online DataStores and tooling. As a Support Solutions Engineer, you'll be at the intersection of customer service and technical problem-solving, working with cutting-edge technologies including Elasticsearch, Cassandra, Redis, and AWS services.
The role demands a blend of technical expertise and customer service excellence, requiring someone who can both understand complex technical systems and communicate effectively with stakeholders. You'll be responsible for monitoring customer requests, troubleshooting issues, developing automation solutions, and continuously improving the support experience for Netflix's engineering community.
Working remotely from Warsaw, Poland, this position offers the flexibility of remote work while maintaining collaboration with both US/Canada and local Poland teams. The role requires working hours from 12pm to 8pm local time, ensuring effective coverage across time zones.
This is an excellent opportunity for a seasoned engineer who is passionate about customer experience, data-driven decision-making, and technical problem-solving. You'll be part of Netflix's unique culture that values innovation, freedom, and responsibility, working in an environment that celebrates diversity and inclusion.
Responsibilities For Support Solutions Engineer (L5) - Data Platform, Online DataStores
- Monitor and handle customer requests
- Troubleshoot and solve technical issues
- Develop and maintain support automation tools
- Create and maintain runbooks
- Improve engineering support experience
- Partner with PM and Engineering teams
- Drive collaboration to reduce product friction
- Provide insights and feedback on supported tools
Requirements For Support Solutions Engineer (L5) - Data Platform, Online DataStores
- Experience in providing customer support across complex organizations
- Strong written and verbal communication skills
- Experience with scripting/automation, APIs, Git CLI
- Proficiency in Java or Python
- Experience with NoSQL datastores
- Experience with Elasticsearch and Elastic Stack
- Knowledge of AWS services (EC2, S3, Route53, Autoscaling)
- Experience with monitoring systems (Atlas, Prometheus, DataDog)
- Ability to troubleshoot read/write latencies and perform root-cause analysis
- Working hours requirement: 12pm to 8pm local time
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