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

Netflix is one of the world's leading entertainment services with over 300 million paid memberships in over 190 countries enjoying TV series films and games across a wide variety of genres and languages. Members can play pause and resume watching as much as they want anytime anywhere and can change their plans at any time.

About the Engineering Support Organization

The aim of the Engineering Support Organization is to enable Infrastructure Engineering to effectively and sustainably scale the support they provide to their customers. 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 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 Infrastructure Engineering. Partner with Product Management Developer Education 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 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 solving issues automating support needs developing support documentation and runbooks improving and maintaining support tools and automation 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 a comprehensive self-service knowledge base and has knowledge of infrastructure internal tooling platforms and cloud computing. You are excellent at understanding and solving complex and 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

• Our offices are located in Los Gatos.

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.

Be sure to review our culture page to learn more about the unique Netflix culture and the opportunity to be part of our team.

We are an equal opportunity employer and celebrate diversity recognizing that diversity of thought and background builds stronger teams. We approach diversity and inclusion seriously and thoughtfully. We do not discriminate based on race religion color national origin gender sexual orientation age marital status veteran status or disability status.

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 $100000 - $400000.

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 detail 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 diversitybuilds 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.