Support Solutions Engineer (L5), Cloud Networking, CIE

Netflix is a company dedicated to entertaining the world through innovative storytelling and technology. They are seeking a Support Solutions Engineer to enhance the support experience for their developer community by troubleshooting, automating support needs, and improving support tools and documentation.

Responsibilities:

• Monitor and handle customer requests
• Troubleshoot and solve issues
• Automate support needs
• Develop support documentation and runbooks
• Improve and maintain support tools and automation
• Understand product offerings
• Continuously look for ways to improve the engineering support experience

Requirements:

• 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
• Deep understanding of network access control in AWS and Kubernetes environments, including security group rule evaluation, CIDR notation, protocol/port specifications, and cross-account access patterns, with experience troubleshooting 'why can't I connect' scenarios
• Proficiency in DNS fundamentals including record types (AAAA, CNAME, MX, TXT), zone delegation, TTL behavior, and resolution troubleshooting, with hands-on experience in Route53 or equivalent DNS management platforms
• Working knowledge of AWS VPC concepts (subnets, route tables, NAT gateways, VPC peering, PrivateLink, TransiGateways, CloudWAN) with understanding of IPv6 and IPv4 differences, including address allocation, dual-stack configurations, and IPv6-specific considerations (NAT44, NAT64, Happy Eyeballs)
• Familiarity with infrastructure-as-code practices and platforms (OctoDNS, Terraform) for managing network resources at scale
• Familiarity with load balancing concepts (DNS round robin, ALB/NLB, Classic ELB), including listener configuration, target groups, health checks, and common failure modes in distributed systems
• Ability to leverage existing monitoring dashboards, log analysis tools, and large datasets (with basic SQL) to investigate issues, identify patterns, and communicate findings clearly to both technical and non-technical stakeholders
• 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