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

Netflix

86d • $100,000 - $400,000

About The Position

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. 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.

Requirements

• Proven ability to deliver superior customer support and advocate for customer needs across complex organizations.
• Experience in customer-facing engineering support roles.
• Strong written and verbal communication skills, including experience enhancing documentation.
• Extensive experience supporting and troubleshooting enterprise identity and authentication systems (e.g., Okta, SCIM, OIDC/OAuth2, SAML 2.0, FIDO2/WebAuthn).
• 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.
• Proficient in at least one modern programming language (e.g., Java, Python, Go).
• Deep understanding of authentication, authorization, access management best practices, and security monitoring.

Nice To Haves

• Experience with security platforms and tools (e.g., SIEM, SOAR, EDR, vulnerability management, IAM, secrets management).
• Hands-on experience in log analysis, incident response, and investigations related to authentication and access management.
• Eager to continuously learn and improve operational efficiency through automation and visualization.

Responsibilities

• Monitor and handle customer requests and issues.
• Troubleshoot and solve issues related to support needs.
• Automate support processes and develop support documentation and runbooks.
• Improve and maintain support tools and automation.
• Understand product offerings and continuously seek improvements in the engineering support experience.

Benefits

• Health Plans
• Mental Health support
• 401(k) Retirement Plan with employer match
• Stock Option Program
• Disability Programs
• Health Savings and Flexible Spending Accounts
• Family-forming benefits
• Life and Serious Injury Benefits
• Paid leave of absence programs
• 35 days annually for paid time off for full-time hourly employees
• Flexible time off for full-time salaried employees

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees