Support Solutions Engineer (L5) - Cloud Infrastructure Engineering

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 primary goal of the Engineering Support Organization is to empower Engineering to scale customer support sustainably and effectively. Serving as the frontline resource for our engineering workforce, the team handles, troubleshoots, and resolves customer requests and issues. Moreover, the team concentrates on improving methods of work, advocating for customers, enhancing support tools, expanding platform product offerings, and advancing 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 Cloud Infrastructure Engineering. Partner with PM 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 Cloud Infrastructure Engineering can build, deploy and deliver highly functional solutions for the Developer Community.

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 looking for a Support Solutions Engineer with a passion for cloud infrastructure 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 runbooks, improving and maintaining support tools, 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.

Location

• Our offices are located in Los Gatos and we support Remote work as well.

What you’ll need to be successful:

• Minimum of 3 years of professional support or engineering experience.

• Skilled in providing superior customer support across a complex organization, ideally as part of a central team. Obsessed with customer experience.

• Strong understanding and practical knowledge of Linux systems, including proficiency with utilities, piping, syslogs, and tools like grep and awk.

• Proficient in creating, managing, and troubleshooting Amazon Machine Images (AMIs).

• Strong understanding of SystemD services and auxiliary functions.

• Experience with Debian packaging, including structuring post/preinstall scripts.

• Experience with containerization and orchestration technologies, with hands-on experience in Docker and Kubernetes for deploying, scaling, and managing applications efficiently.

• Ability to differentiate between platform-related and application-specific issues, including CPU, OOM, latencies, and SSH reachability.

• Experience with performance profiling and providing optimization recommendations, utilizing tools like netstat and top.

• Excel in developing tools and scripts using Bash and Python, and actively seek out process improvement opportunities