Technical Support Engineer
L5, Data Platform, Big Data / Analytics
Posted on 2/28/2023

5,001-10,000 employees

Subscription streaming entertainment service
Company Overview
Netflix's mission is to entertain the world. The company operates a streaming platform for movies & TV shows and has over 222 million subscribers globally.
Remote in USA
Experience Level
Desired Skills
Apache Hive
Apache Spark
Apache Kafka
Data Analysis
Apache Flink
Software Engineering
  • 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 communications skills and appreciate the importance of comprehensive documentation
  • You are comfortable with at least one programming language; preferably Python and/or Java
  • Ability to read and comprehend log files and Unix processes to identify and troubleshoot root causes of issues
  • Prior experience supporting platforms built using open source technologies such as, Jupyter, Hadoop, Apache Airflow (or other workflow orchestration platform), Presto/Trino
  • You have worked with big data warehouse storage systems (e.g. Iceberg or Hive)
  • You have experience working with data pipelines using Apache Spark framework or technologies such as Flink, Kafka, Druid or Presto
  • Ability to read and write SQL queries to pull required complex data to support any reported issues/product defects
  • You have the desire and aptitude to learn how the pieces of big data platform work together
  • 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 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
  • 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 first-hand experience working in customer-facing, engineering support roles, writing and building a comprehensive self-service knowledge base 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 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
Desired Qualifications
  • Experience with cloud infrastructure and/or container orchestration platform is a plus