Manager - Support Solutions Engineering

Netflix is seeking a Manager for the Solution Engineering team to lead and scale the Engineering Support Organization. This role focuses on enabling Infrastructure Engineering to effectively support their customers, handling frontline engineering support needs, and driving improvements in support processes, tooling, and customer experience. The position requires passion for Productivity Engineering, Data Platform infrastructure, customer service, and automation. Key responsibilities include building and growing a team of Technical Support Engineers, implementing support strategies, fostering collaboration between UCAN and Poland teams, and leveraging AI for improved efficiency. The ideal candidate will have experience in engineering support leadership, technical strategy development, and building inclusive teams. This role operates on a 12pm to 8pm local time schedule to support both UCAN and Poland Engineering teams.

Key Responsibilities:

• Define and implement team strategy aligned with organizational goals
• Scale support resources effectively with company growth
• Improve documentation and training based on customer feedback
• Develop cross-country collaboration workflows
• Drive AI adoption for support automation and efficiency
• Manage support systems and explore new solutions
• Build relationships with Engineering Managers to provide meaningful support
• Advocate for standardized tools and procedures
• Establish and monitor key support metrics
• Organize training and knowledge-sharing sessions
• Foster a culture of innovation, collaboration, and technical excellence

Requirements:

• Experienced engineering support leadership
• Ability to balance technical strategy and big-picture thinking
• Experience with mature support infrastructure
• Strong decision-making and problem-solving skills
• Track record of delivering results and influencing investment priorities
• Experience building diverse and inclusive engineering teams
• Knowledge of Big Data Analytics, Streaming, and Productivity Engineering technologies (bonus)

Netflix offers a unique culture that values diversity, recognizes that diversity of thought and background builds stronger teams, and provides equal opportunity employment.