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

Netflix is a company dedicated to entertaining the world, and they are seeking a Support Solutions Engineer focused on security, privacy, and assurance. The role involves delivering excellent support experiences to the developer community, advocating for customer needs, and driving collaboration to enhance usability and reduce product friction.

Responsibilities:

• Monitoring and handling our customers’ requests
• Troubleshooting and resolving issues
• Automating support processes
• Developing support documentation and runbooks
• Improving and maintaining support tools and automation
• Understanding our product offerings
• Continuously seeking 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
• 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
• Fluency with modern Generative AI tools and techniques (e.g., prompt design, iterative refinement, critical review of AI-assisted output), and experience using them to accelerate support engineering workflows such as troubleshooting, documentation, and analysis, while adhering to security, privacy, and confidentiality requirements
• Hands-on use of AI coding assistants / agentic tools (Claude Code, Cursor, MCP) to troubleshoot, automate, and accelerate support work, plus judgment for where GenAI speeds resolution vs. where it doesn't