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Technical Support Engineer (L5) - Data Platform



IT, Customer Service
Los Gatos, CA, USA
Posted on Saturday, November 18, 2023
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 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.


  • 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 have experience with scripting/automation, APIs, development, automation tools, and are comfortable with Java or Python
  • 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.
At Netflix, we carefully consider a wide range of compensation factors to determine your personal top of market. We rely on market indicators to determine compensation and consider your specific job family, background, skills, and experience to get it right. These considerations can cause your compensation to vary and will also be dependent on your location.
The overall market range for roles in this area of Netflix is typically $150,000 - $400,000
This market range is based on total compensation (vs. only base salary), which is in line with our compensation philosophy. Netflix is a unique culture and environment. Learn more here.