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

Netflix is a leading entertainment company committed to pushing the boundaries of storytelling through technology. They are seeking a Support Solutions Engineer to enhance the support experience for their developer community by troubleshooting issues, automating support processes, and improving support tools.

Responsibilities:

• 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
• Continuously looking for ways to improve the engineering support experience
• 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
• Drive collaboration efforts to reduce product friction and increase usability

Requirements:

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