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

Overview

The Support Solutions Engineer will enable Infrastructure Engineering to effectively and sustainably scale support for customers, focusing on customer advocacy, support tooling, and developer education.

In Short

• Deliver excellent support experience to Netflix’s developer community.
• Handle, troubleshoot, and resolve customer requests and issues.
• Develop support documentation and runbooks.
• Improve and maintain support tools and automation.
• Collaborate with Product Management and Engineering teams.
• Monitor and automate support needs.
• Advocate for customer needs within the organization.
• Work in a fast-paced, ambiguous environment.
• Support and troubleshoot enterprise identity and authentication systems.
• Continuously seek improvement in operational efficiency.

Requirements

• Proven customer support experience in complex organizations.
• Experience with enterprise identity and authentication systems.
• Strong problem-solving skills and adaptability.
• Data-driven decision-making skills.
• Proficient in at least one modern programming language.
• Understanding of security monitoring and access management best practices.
• Hands-on experience in log analysis and incident response.
• Ability to explain technical concepts to diverse audiences.
• Desire to learn and improve through automation.
• Experience in supporting distributed cloud applications.

Benefits

• Comprehensive health plans and mental health support.
• 401(k) Retirement Plan with employer match.
• Stock Option Program.
• Flexible time off and paid leave programs.
• Family-forming benefits.
• Life and serious injury benefits.
• 35 days of paid time off for full-time hourly employees.
• Immediate flexible time off for full-time salaried employees.
• Unique culture and environment at Netflix.
• Diversity and inclusion initiatives.