Solutions Support Engineer (L5) - Observability

About the Engineering Support Organization

The primary goal of the Engineering Support Organization is to empower Productivity 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 Productivity 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 Productivity 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. To learn more about Productivity Engineering, feel free to listen to this podcast.

The Role 

We are looking for a Solutions Support Engineer with a passion for productivity 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 comprehensive self-service knowledge bases, and possesses knowledge of infrastructure, internal tooling, platforms, and cloud computing. You are excellent at understanding and solving complex, 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

This role is based in Warsaw and our teams work in a hybrid-working model. 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:

• Professional Experience: A minimum of 3 years of professional support or engineering experience, particularly in observability, monitoring, alerting, and telemetry.

• Observability and Monitoring Tools: Strong understanding and hands-on experience with observability and monitoring tools

• Telemetry Best Practices: Enthusiasm for and understanding of telemetry best practices, particularly in the context of supporting backend data systems and alerting mechanisms.

• Problem-Solving Skills: Strong problem-solving skills and the ability to troubleshoot complex issues in a dynamic environment

• Backend Data Systems: Proficiency in working with backend data systems for metrics, logs, and traces

• Programming Skills: Proficiency in one or more of the following programming languages: Java, JavaScript, or Python

• Automation and Scripting: Experience in developing tools and scripts to automate processes and improve efficiency, with a strong focus on continuous improvement.

• Customer Support: Demonstrated ability to provide superior customer support across a complex organization, with a focus on enhancing the customer experience.

• Communication Skills: Excellent written and verbal communication skills, with an appreciation for the importance of comprehensive documentation.

• Collaboration Skills: Strong collaboration skills and experience working with cross-functional teams.

• Technical Documentation: Passion for creating technical documentation and tutorials, with a deep understanding of what makes an effective knowledge base.

• Adaptability: Ability to adapt to new tools and technologies quickly, and a willingness to continuously learn and grow in the field of observability and monitoring.

• GitHub and Git: Strong understanding and practical knowledge of version control tools, particularly GitHub, including branching, merging, pull requests, review processes, and resolving conflicts.

Other attributes that will excite us:

• Support Infrastructure Design: Experience building and maintaining mature support infrastructure

Netflix is a unique culture and environment. Learn more here.