Support Solutions Engineer - Data Platform, Online Datastores

Job Description

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

About the Engineering Support Organization
As part of the Infrastructure organization, the Engineering Enablement team helps scale Netflix's engineering efficiency by improving how developers interact with core platform capabilities. We act as a central source of technical insight: collaborating directly with engineers, analyzing platform behaviors, identifying cross-cutting patterns, and partnering with platform teams to drive meaningful improvements.
We focus on strengthening developer workflows, optimizing platform usability, expanding paved-road tooling, and improving documentation and developer education. Our work combines hands-on technical investigation with platform-level influence.
Our Mission
Enable Netflix engineers to move quickly and confidently by improving their experience with the platform and by providing high-quality technical guidance across platform domains.
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 seeking a Solutions Support Engineer with an interest in Online Datastores and tooling, support, and automation. In this role, you will monitor and handle requests, troubleshoot and resolve issues, automate support needs, develop runbooks, improve and maintain support tools, understand our product offerings, and continuously look for ways to enhance the engineering support experience.
Our ideal team member has experience working in user-facing engineering support roles, building comprehensive self-service knowledge bases, and has knowledge of infrastructure, internal tooling, platforms, and cloud computing. You excel at understanding and solving complex, ambiguous problems and seek continuous improvement. In this role, you will need to understand our offerings on a technical level, contribute to the development of support automation tooling, and recommend product and operational improvements based on user interactions.
Location
This role is based in Warsaw. As it supports both US/Canada and local Poland teams, the core working hours are 12:00–20:00 local time.
What you'll need to be successful:
• Experience providing support across a complex organization, ideally as part of a central team
• Commitment to delivering a positive user experience
• Ability to make data-driven decisions
• Effective written and verbal communication skills, with an appreciation for comprehensive documentation
• Strong collaboration skills and experience working with cross-functional teams to gather feedback and address high-friction points
• Experience in the design, implementation, and maintenance of scalable NoSQL datastore solutions
• Experience with scripting/automation, APIs, development, automation tools, Git CLI, and comfort with Java or Python
• Experience operating and using one or more of the following:
• Elasticsearch (and familiarity with Elastic Stack components, such as Kibana)
• Key-value datastores (e.g., Cassandra)
• Caching systems like Redis and Memcached
• RDBMS (Aurora/RDS, CockroachDB)
• AWS (EC2, S3, Route53, Autoscaling)
• Understanding of observability and experience using monitoring systems (e.g., Atlas, Prometheus, DataDog) to monitor and analyze performance metrics and identify areas for improvement
• Experience developing tooling and automation to improve processes and reduce manual work
• Experience troubleshooting read/write latencies, debugging, and performing root-cause analysis to resolve complex technical issues efficiently
• Ability to provide innovative and effective solutions to technical challenges and collaborate with development teams to optimize data models and queries
Nice to have:
• Experience supporting infrastructure automation and administering ticketing systems such as Zendesk or similar
• Experience building GenAI solutions for support
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 diversity builds 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.

Jobcode: Reference SBJ-pk893x-216-73-216-3-42 in your application.