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

Overview

Support Solutions Engineer (L5) for Netflix’s engineering support organization, focused on security, privacy, and assurance. You will troubleshoot and resolve customer (developer/workforce) requests, automate support workflows, and improve support tooling and documentation.

What you'll do

• Monitor and handle customer requests, troubleshooting and resolving issues.
• Automate support processes and improve support tools and automation.
• Develop support documentation and runbooks, including knowledge base content.
• Use Generative AI tools for triage, summarization, drafting runbooks/knowledge base content, and automation exploration with privacy judgment.
• Investigate complex, ambiguous problems and recommend product/operational improvements based on customer interactions.
• Understand product offerings and continuously improve the engineering support experience.

What you'll need

• First-hand experience in customer-facing and engineering support roles.
• Experience writing and building a comprehensive self-service knowledge base.
• 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 and phishing-resistant MFA, including device posture validation in large-scale environments.
• Proficiency in at least one modern programming language (Java, Python, or Go) and hands-on log analysis/incident response investigations related to authentication and access management.
• Fluency with modern Generative AI tools and techniques, including prompt design and critical review of AI-assisted output.
• Hands-on use of AI coding assistants/agentic tools (Claude Code, Cursor, MCP) to troubleshoot and automate support work.

Details

• Location: USA - Remote.