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

Netflix is a company dedicated to entertaining the world, and they are looking for a Support Solutions Engineer to enhance the support experience for their developer community. This role involves monitoring customer requests, troubleshooting issues, and improving support tools and automation.

Responsibilities:

• Monitor and handle customers’ requests, troubleshooting, and solving issues
• Automate support needs, develop support documentation and runbooks, and improve and maintain support tools and automation
• Understand product offerings and continuously look for ways to improve the engineering support experience
• Provide insights, feedback, and champion customer sentiment about the tools supported to partners across Productivity and Data Platform Engineering
• Drive collaboration efforts to reduce product friction and increase usability for Platform Engineering

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