Support Solutions Engineer (L5) - Data Platform, Online DataStores

Netflix; Polska; On-site; PLN 169,000 - 254,000; Full time

Job summary

A leading streaming service provider seeks a Support Solutions Engineer in Poland. The role focuses on enhancing customer experiences through automated support, troubleshooting technical issues, and improving support tools. Candidates should possess strong communication skills, experience with NoSQL solutions, and a passion for customer service. This position offers a dynamic, supportive environment emphasizing collaboration and innovation.

Qualifications

• Experience in working with cross-functional teams.
• Strong passion for customer experience.
• Ability to communicate effectively in writing and speech.

Responsibilities

• Monitor and handle customers’ requests effectively.
• Troubleshoot and solve technical issues efficiently.
• Develop and improve support tools continuously.

Skills

Customer support experience

Data-driven decision making

Excellent communication skills

Collaboration skills

Scripting/automation proficiency

Experience with NoSQL solutions

Monitoring systems knowledge

Troubleshooting capabilities

Tools

Elasticsearch

Redis

AWS

Git CLI

Job description

Support Solutions Engineer (L5) - Data Platform, Online DataStores

Netflix is one of the world's leading entertainment services, with over 300 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 Data Platform 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 Data Platform. 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 Data Platform can build, deploy and deliver highly functional solutions for the Developer Community.

The Role

We are looking for a Support Solutions Engineer with a passion for Online Datastores 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.

Location

This role is based in Warsaw. Since this role supports both US/Canada and local Poland teams, the required working hours are 12pm to 8pm local time.

What You’ll Need To Be Successful

• Skilled in providing superior customer support across a complex organization, ideally as part of a central team.
• Passionate about customer experience.
• Data‑driven decision‑maker.
• Excellent written and verbal communication skills and appreciation for comprehensive documentation.
• Strong collaboration skills and experience working with cross‑functional teams to drive customer feedback and close the loop on high‑friction points.
• Experience in design, implementation, and maintenance of scalable NoSQL datastore solutions.
• Experience with scripting/automation, APIs, development tools, automation tools, Git CLI and comfortable with Java or Python.
• Experience operating and using one or more of the following:
• Elasticsearch – familiarity with other components of the Elastic Stack, such as Kibana.
• Key‑value datastores (e.g. Cassandra).
• Caching systems like Redis and Memcached.
• RDBMS (Aurora/RDS, CockroachDB).
• AWS (EC2, S3, Route53, Autoscaling).
• Understanding of observability and experience using monitoring systems (e.g. Atlas, Prometheus, DataDog) to monitor and analyze performance metrics to identify bottlenecks and areas for improvement.
• Proven experience in troubleshooting read/write latencies, debugging, and performing root‑cause analysis to identify and resolve complex technical issues efficiently.
• Ability to develop tooling and automation to improve process and reduce toil.
• Excellence in solutioning, providing innovative and effective solutions to technical challenges and collaborating with development teams to optimize data models and queries.

Nice To Have

• Experience supporting infrastructure automation and use of Zendesk or other ticketing systems for administration.
• Experience building GenAI solutions for Support.

Equal‑Opportunity Employer

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. If you need an accommodation or adjustment during the hiring process, please request it through your recruiting partner.