Support Solutions Engineer (L5) - Security, Privacy and Assurance

At Netflix, our mission is to entertain the world. Together, we are writing the next episode - pushing the boundaries of storytelling, global fandom and making the unimaginable a reality. We are a dream team obsessed with the uncomfortable excitement of discovering what happens when you merge creativity, intuition and cutting-edge technology. Come be a part of what’s next.

 

About the Engineering Support Organization

The aim of the Engineering Support Organization is to enable Infrastructure Engineering to scale our support strategy effectively and sustainably. 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 the status and ensure visibility into the delay. 

Provide insights, feedback, and champion customer sentiment about the tools we support to our partners across Infrastructure Engineering. Partner with Product Management, Developer Education, and Engineering to track and maintain visibility into ongoing issues and communicate customer needs to ensure that improving in these areas is prioritized.

Drive collaboration efforts to reduce product friction and increase usability so that Infrastructure Engineering 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 security infrastructure and tooling, customer service, and automation. You will be responsible for monitoring and handling our customers’ requests, troubleshooting and resolving issues, automating support processes, developing support documentation and runbooks, improving and maintaining support tools and automation, understanding our product offerings, and continuously seeking ways to improve the engineering support experience. You will use Generative AI tools thoughtfully — for example, to speed up triage, summarize complex issues, draft runbooks and knowledge base content, and explore automation opportunities — while exercising strong judgment, verification, and care for privacy.

Our ideal team member has first-hand experience working in customer-facing and engineering support roles, writing and building a comprehensive self-service knowledge base, and knowledge of infrastructure, internal tooling, platforms, and cloud computing. You are excellent at understanding and solving complex, ambiguous problems, and you constantly seek improvement. As an Engineer in this role, we need a candidate who can understand our complex offerings at a technical level, be hands-on in developing our support automation tooling, and recommend product and operational improvements based on customer interactions. You are comfortable incorporating Generative AI into your workflows to remove toil, experiment with new support models, and share best practices with the broader team.

What you’ll need to be successful:

• Proven ability to deliver superior customer support and advocate for customer needs across complex organizations, ideally within a central team.

• Highly adaptable, thriving in fast-paced, ambiguous environments, and comfortable managing end-to-end investigations with creative problem-solving.

• Data-driven decision-maker with strong written and verbal communication skills, including experience enhancing documentation and explaining technical concepts to diverse audiences.

• Extensive experience supporting and troubleshooting enterprise identity and authentication systems (e.g., Okta, SCIM, OIDC/OAuth2, SAML 2.0, FIDO2/WebAuthn), with knowledge of passwordless authentication, phishing-resistant MFA, and device posture validation in large-scale environments.

• Skilled in supporting distributed cloud applications and securing cloud infrastructure, as well as working with security platforms and tools (e.g., SIEM, SOAR, EDR, vulnerability management, IAM, secrets management).

• Proficient in at least one modern programming language (e.g., Java, Python, Go), with hands-on experience in log analysis, incident response, and investigations related to authentication and access management.

• Deep understanding of authentication, authorization, access management best practices, and security monitoring, with the ability to interpret security logs for investigation and remediation.

• Eager to continuously learn and improve operational efficiency through automation and visualization, with a strong desire to understand how security products and platforms work together.

• Fluency with modern Generative AI tools and techniques (e.g., prompt design, iterative refinement, critical review of AI-assisted output), and experience using them to accelerate support engineering workflows such as troubleshooting, documentation, and analysis, while adhering to security, privacy, and confidentiality requirements.

• Hands-on use of AI coding assistants / agentic tools (Claude Code, Cursor, MCP) to troubleshoot, automate, and accelerate support work, plus judgment for where GenAI speeds resolution vs. where it doesn’t.

Generally, 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 $270,000.00 - $410,000.00. This compensation range will vary based on location.

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 details about our Benefits here.

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

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.