Support Solutions Engineer L5 – Security, Privacy and Assurance

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee and manage customer inquiries

• Diagnose and resolve customer challenges

• Streamline support workflows through automation

• Create support documentation and operational runbooks

• Enhance and sustain support tools and automation

• Gain a thorough understanding of product offerings

• Consistently enhance the engineering support experience

• Utilize Generative AI tools to expedite triage, summarize intricate issues, draft runbooks and knowledge base content, and identify automation possibilities

• Represent customer interests and relay issue statuses and delays

• Provide insights and feedback regarding supported tools to Infrastructure Engineering teams

• Collaborate with Product Management, Developer Education, and Engineering to monitor issues and convey customer requirements

• Foster teamwork to minimize product friction and enhance usability

• Create support automation tools and suggest product and operational enhancements based on customer feedback

⛳️ Requirements

• Demonstrated capability to provide exceptional customer support and advocate for customer interests in complex organizational structures

• Highly flexible and proficient in managing comprehensive investigations in dynamic, uncertain environments

• Excellent written and verbal communication abilities

• Experience in refining documentation and conveying technical concepts to varied audiences

• Extensive background in supporting and troubleshooting enterprise identity and authentication systems, including Okta, SCIM, OIDC/OAuth2, SAML 2.0, and FIDO2/WebAuthn

• In-depth knowledge of passwordless authentication, phishing-resistant MFA, and device posture validation in large-scale settings

• Experience in supporting distributed cloud applications and securing cloud environments

• Familiarity with security platforms and tools, including SIEM, SOAR, EDR, vulnerability management, IAM, and secrets management

• Proficient in at least one modern programming language, such as Java, Python, or Go

• Practical experience in log analysis, incident response, and authentication/access-management investigations

• Comprehensive understanding of authentication, authorization, access management best practices, and security monitoring

• Ability to analyze security logs for investigation and remediation purposes

• Enthusiasm for enhancing operational efficiency through automation and visualization

• Proficient with modern Generative AI tools and techniques, including prompt design, iterative refinement, and critical evaluation of AI-generated content

• Experience utilizing Generative AI for troubleshooting, documentation, and analysis while complying with security, privacy, and confidentiality standards

• Practical experience with AI coding assistants or agentic tools, such as Claude Code, Cursor, and MCP

• Judiciousness in determining when Generative AI can accelerate resolution and when it may not

🏝️ Benefits

• Netflix offers a comprehensive benefits package that includes Health Plans

• Support for Mental Health

• 401(k) Retirement Plan with employer matching

• Stock Option Program

• Disability Programs

• Health Savings and Flexible Spending Accounts

• Family-forming benefits

• Life and Serious Injury Benefits

• Paid leave of absence programs

• Full-time hourly employees earn 35 days of paid time off annually for vacation, holidays, and sick leave

• Full-time salaried employees enjoy immediate access to flexible time off