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 aim of the Engineering Support Organization is to enable Infrastructure 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, Data Platform and Cloud Infrastructure 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 L5 Support Solutions Engineer with a passion for distributed systems and data streaming concepts, data platform infrastructure and tooling, and customer service. You will focus on our Kafka Platform and be responsible for monitoring and handling our customers’ requests, troubleshooting, solving issues, automating support needs and developing support documentation and runbooks. 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 data streaming 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 + Our offices are located in Los Gatos. What you’ll need to be successful: + You have at least 1 year of experience in providing technical support for Kafka clusters or other pub/sub systems like Google Cloud Pub/Sub, RabbitMQ, etc. + You have at least 5 years of experience in cloud platforms such as AWS, Google Cloud Platform or Azure. + You are able to leverage monitoring and alerting tooling in order to diagnose complex problems. + You are Customer Obsessed, striving to be an excellent customer advocate + You are highly adaptable and comfortable taking on diverse roles and responsibilities from end-to-end in an investigation + You have strong interpersonal skills to work collaboratively with cross-functional teams and customers. + You are a data-driven and evidence-based decision-maker + You have excellent written and verbal communications skills and have a proven track record of meaningful enhancements towards comprehensive documentation + You are proficient in scripting and automation using languages such as Python, Bash or Go. + You have experience in Java/Spring which equips you to contribute to the codebase across related domains and effectively debug customer code. + You have experience developing data and/or ETL pipelines using Apache Spark framework or technologies such as Flink and Kafka + 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 + You thrive in fast-paced environments and seek to improve on operational efficiencies by leaning into automation and visualization tooling Be sure to review our culture page (https://jobs.netflix.com/culture) to learn more about the unique Netflix culture and the opportunity to be part of our team. 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 $100,000 - $720,000. 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 (https://jobs.netflix.com/work-life-philosophy) . Inclusion (https://about.netflix.com/en/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. Job is open for no less than 7 days and will be removed when the position is filled.