Support Solutions Engineer L5 – Security, Privacy and Assurance

🕒 August 7

🇺🇸 United States – Remote

💵 $270k - $410k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💻 Solutions Engineer

👻 Ghost score 2%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Netflix

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1997

📱 Media

👥 B2C

Media • B2C

Netflix is a global streaming entertainment company and content producer whose stated mission is "to entertain the world. " It operates a consumer-facing subscription platform offering on-demand TV shows, films, and original programming, and also runs a public careers site emphasizing culture, inclusion, and hiring accommodations. The provided text highlights Netflix’s focus on recruiting talent worldwide, its work-life and culture pages, and its public-facing employer materials.

📋 Description

• Monitor and handle customers’ requests • Troubleshoot and resolve customer issues • Automate support processes • Develop support documentation and runbooks • Improve and maintain support tools and automation • Understand product offerings • Continuously improve the engineering support experience • Use Generative AI tools to speed up triage, summarize complex issues, draft runbooks and knowledge-base content, and explore automation opportunities • Advocate for customers and communicate issue status and delays • Provide insights and feedback about supported tools to Infrastructure Engineering partners • Partner with Product Management, Developer Education, and Engineering to track issues and communicate customer needs • Drive collaboration to reduce product friction and increase usability • Develop support automation tooling and recommend product and operational improvements based on customer interactions

🎯 Requirements

• Proven ability to deliver superior customer support and advocate for customer needs across complex organizations • Highly adaptable and comfortable managing end-to-end investigations in fast-paced, ambiguous environments • Strong written and verbal communication skills • Experience enhancing documentation and explaining technical concepts to diverse audiences • Extensive experience supporting and troubleshooting enterprise identity and authentication systems, including Okta, SCIM, OIDC/OAuth2, SAML 2.0, and FIDO2/WebAuthn • Knowledge of passwordless authentication, phishing-resistant MFA, and device posture validation in large-scale environments • Experience supporting distributed cloud applications and securing cloud infrastructure • Experience working with security platforms and tools, including SIEM, SOAR, EDR, vulnerability management, IAM, and secrets management • Proficiency in at least one modern programming language, such as Java, Python, or Go • Hands-on experience in log analysis, incident response, and authentication/access-management investigations • Deep understanding of authentication, authorization, access-management best practices, and security monitoring • Ability to interpret security logs for investigation and remediation • Interest in improving operational efficiency through automation and visualization • Fluency with modern Generative AI tools and techniques, including prompt design, iterative refinement, and critical review of AI-assisted output • Experience using Generative AI for troubleshooting, documentation, and analysis while adhering to security, privacy, and confidentiality requirements • Hands-on use of AI coding assistants or agentic tools, including Claude Code, Cursor, and MCP • Judgment to determine when Generative AI speeds resolution versus when it does not

🏖️ Benefits

• Netflix provides comprehensive benefits including 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 • 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