Technical Support Engineer - Data Platform

Job Description

Technical Support Engineer (L5) - Data Platform

Netflix is the world's leading streaming entertainment service with 250 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.

About the Engineering Support Organization

The aim of the Engineering Support Organization is to enable Platform Engineering to effectively and sustainably scale the support they provide to their customers. The team is the frontline resource for the engineering support needs of our customers (i.e., our workforce) - handling, troubleshooting, and resolving customer requests and issues. In addition, the team will focus on ways of working, customer advocacy, support tooling, platform product offerings, 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 the 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 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 to ensure improving in these areas is prioritized.

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

The Role

We are looking for a Technical Support Engineer with a passion for data platform infrastructure and tooling, customer service, and automation. You will be responsible for 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, and continuously looking for ways to improve the engineering support experience.
Our ideal team member has previous experience supporting or working in an engineering environment with specific experience working in customer-facing, engineering support roles and has knowledge of infrastructure, internal tooling, platforms, and cloud computing. You are excellent at understanding and solving complex and ambiguous problems and constantly seek improvement. As an Engineer in this role, we need a candidate who can understand online datastores and source management offerings on a technical level, be hands-on in identifying patterns while figuring out workflows between Netflix and Github.

Location
• Los Gatos, CA or US Remote only.

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 communication skills and appreciate the importance of comprehensive documentation
• You excel in developing tooling and automation to improve processes and reduce toil
• You understand the importance of observability and have used monitoring systems (e.g. Atlas, Prometheus, and DataDog)

You have experience operating and using one (or more) of the following
• Elasticsearch - Familiarity with other components of the Elastic Stack, such as Kibana and Logstash
• KeyValue datastores (e.g. Cassandra)
• Caching systems like Redis and Memcached
• CockroachDB/Postgres

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

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.
Our culture is unique, and we tend to live by our values, allowing you to do your best work and grow. To learn more about Productivity Engineering, feel free to listen to this podcast.
Our compensation structure consists solely of an annual salary; we do not have bonuses. You choose each year how much of your compensation you want in salary versus stock options. To determine your personal top of market compensation, we rely on market indicators and consider your specific job family, background, skills, and experience to determine your compensation in the market range. The range for this role is $150,000 - $400,000.

Netflix provides comprehensive benefits including Health Plans, Mental Health support, a 401(k) Retirement Plan with employer match, Stock Option Program, Disability Programs, Health Savings and Flexible Spending Accounts, Family-forming benefits, and Life and Serious Injury Benefits. We also offer paid leave of absence programs. Full-time hourly employees accrue 35 days annually for paid time off to be used for vacation, holidays, and sick paid time off. Full-time salaried employees are immediately entitled to flexible time off. See more detail about our Benefits here.

Netflix is a unique culture and environment. Learn more here.

Jobcode: Reference SBJ-g6wnoj-3-15-10-218-42 in your application.