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.

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.

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.

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.

* 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),