NetflixNE

Support Solutions Engineer (L5) - Data Platform, Online DataStores

Netflix is the world's leading streaming entertainment service with over 195 million paid memberships in over 190 countries enjoying TV series, documentaries and feature films across a wide variety of genres and languages.

Netflix

Employee count: 5000+

Poland only

Netflix is one of the world's leading entertainment services, with 283 million paid memberships in over 190 countries enjoying TV series, films and games across a wide variety of genres and languages. Members can play, pause and resume watching as much as they want, anytime, anywhere, and can change their plans at any time.

About the Engineering Support Organization

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. Moreover, the team concentrates on improving methods of work, advocating for customers, enhancing support tools, expanding platform product offerings, and advancing documentation and developer education.

Our Mission

Deliver an excellent support experience to Netflix’s developer community. To advocate for our customers, follow through on issues and resolve them in a reasonable time. If blockers prevent immediate resolution, we communicate status and ensure there is visibility into why there is a delay.

Provide insights, feedback and champion customer sentiment about the tools we support to our partners across Data Platform. Partner with PM and Engineering to track and maintain visibility into ongoing issues and communicate customer needs to ensure improving in these areas is prioritized.

Drive collaboration efforts to reduce product friction and increase usability so that Data Platform can build, deploy and deliver highly functional solutions for the Developer Community.

Our culture is unique, and we tend to live by our values, allowing you to do your best work and grow.

The Role

We are looking for a Support Solutions Engineer with a passion for Online Datastores and tooling, customer service, and automation. You will be responsible for monitoring and handling our customers’ requests, troubleshooting, solving issues, automating support needs, developing runbooks, improving and maintaining support tools, 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 comprehensive self-service knowledge bases, and possesses knowledge of infrastructure, internal tooling, platforms, and cloud computing. You are excellent at understanding and solving complex, 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.

Location

This role is based in Warsaw. Since this role supports both US/Canada and local Poland teams, the required working hours are 12pm to 8pm local time.

What you’ll need to be successful:

  • You are skilled in providing superior customer support across a complex organization, ideally as part of a central team.

  • You are passionate about customer experience

  • You are a data-driven decision-maker

  • You have excellent written and verbal communications skills and appreciate the importance of comprehensive documentation.

  • You have strong collaboration skills and experience working with cross-functional teams to drive customer feedback and closing the loop on high friction points.

  • Experience in design, implementation, and maintenance of scalable NoSQL datastore solutions

  • You have experience with scripting/automation, APIs, development, automation tools, Git cli and are comfortable with Java or Python

  • You have experience operating and using one (or more) of the following:

    • Elasticsearch- Familiarity with other components of the Elastic Stack, such as Kibana

    • KeyValue datastores (e.g. Cassandra)

    • Caching systems like Redis and Memcached

    • RDBMS (Aurora/RDS, CockroachDB)

    • AWS (EC2, S3, Route53, Autoscaling)

  • You understand the importance of observability and have used monitoring systems (e.g. Atlas, Prometheus, and DataDog) to monitor and analyze performance metrics to identify bottlenecks and areas for improvement.

  • You excel in developing tooling and automation to improve process and reduce toil

  • You have proven experience in troubleshooting read/write latencies, debugging, and performing root-cause analysis to identify and resolve complex technical issues efficiently.

  • You are adept at solutioning, providing innovative and effective solutions to technical challenges and collaborating with development teams to optimize data models and queries.

Nice to have:

  • You have experience in supporting infrastructure automation and have used Zendesk or other ticketing systems for administration.

  • Experience building GenAI solutions for Support is a big plus

We are an equal opportunity employer and celebrate diversity, recognizing that diversity of thought and background builds stronger teams. We approach diversity and inclusion seriously and thoughtfully. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Inclusion is a Netflix value and we strive to host a meaningful interview experience for all candidates. If you want an accommodation/adjustment for a disability or any other reason during the hiring process, please send a request to your recruiting partner.

We are an equal-opportunity employer and celebrate diversity, recognizing that diversitybuilds stronger teams. We approach diversity and inclusion seriously and thoughtfully. We do not discriminate on the basis of race, religion, color, ancestry, national origin, caste, sex, sexual orientation, gender, gender identity or expression, age, disability, medical condition, pregnancy, genetic makeup, marital status, or military service.

About the job

Apply before

Posted on

Job type

Full Time

Experience level

Mid-level

Location requirements

Hiring timezones

Poland +/- 0 hours

About Netflix

Learn more about Netflix and their company culture.

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Netflix is the world's leading streaming entertainment service with over 195 million paid memberships in over 190 countries enjoying TV series, documentaries and feature films across a wide variety of genres and languages. Members can watch as much as they want, anytime, anywhere, on any internet-connected screen. Members can play, pause and resume watching, all without commercials or commitments.

A great workplace combines exceptional colleagues and hard problems.

Freedom and Responsibility

Our core philosophy is people over process. Our culture has been instrumental to our success and has helped us attract and retain stunning colleagues, making work here more satisfying.

Internet entertainment. Global original content. Product personalization.

Our first original series debuted in 2013. Over the following decades, Internet TV will replace linear, and we hope to keep leading by offering an amazing entertainment experience.

Employee benefits

Learn about the employee benefits and perks provided at Netflix.

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Healthcare benefits

Medical, dental, and vision insurance.

Time Away

Our vacation policy is “take vacation” and we actually do. Frankly, we intermix work and personal time quite a bit. Time away works differently at Netflix.

Paid parental leave

We recognize that one of the most special events in an individual's life is the birth or adoption of a child. Our parental leave policy is: "take care of your baby and yourself." New parents generally take 4 - 8 months.

Work, Not Drive

When it comes to your work schedule, commuting doesn’t always sync up and rush hour can be stressful. Work, not drive partners with a rideshare service that provides you the flexibility and focus on work while you commute.

View Netflix's employee benefits
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Netflix

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Netflix hiring Support Solutions Engineer (L5) - Data Platform, Online DataStores • Remote (Work from Home) | Himalayas