The Role

We are looking for a Support Solutions Engineer with a passion for security infrastructure and tooling, customer service, and automation. You will be responsible for monitoring and handling our customers27 requests, troubleshooting and resolving issues, automating support processes, developing support documentation and runbooks, improving and maintaining support tools and automation, understanding our product offerings, and continuously seeking ways to improve the engineering support experience. You will use Generative AI tools thoughtfully 2D for example, to speed up triage, summarize complex issues, draft runbooks and knowledge base content, and explore automation opportunities 2D while exercising strong judgment, verification, and care for privacy.

Our ideal team member has first-hand experience working in customer-facing and engineering support roles, writing and building a comprehensive self-service knowledge base, and knowledge of infrastructure, internal tooling, platforms, and cloud computing. You are excellent at understanding and solving complex, ambiguous problems, and you constantly seek improvement. As an Engineer in this role, we need a candidate who can understand our complex offerings at a technical level, be hands-on in developing our support automation tooling, and recommend product and operational improvements based on customer interactions. You are comfortable incorporating Generative AI into your workflows to remove toil, experiment with new support models, and share best practices with the broader team.

What you27ll need to be successful:

• 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 doesn27t.

Netflix provides comprehensive benefits including Health Plans, Mental Health support, a 401(k) Retirement Plan with employer match, Stock Option Program, Disability Programs, Health Savings and Flexible Spending Accounts, Family-forming benefits, and Life and Serious Injury Benefits. We also offer paid leave of absence programs. Full-time hourly employees accrue 35 days annually for paid time off to be used for vacation, holidays, and sick paid time off. Full-time salaried employees are immediately entitled to flexible time off. See more details about our Benefits here.