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Salary: USD 270,000 - 410,000 / annual
Netflix's Engineering Support Organization is seeking a Support Solutions Engineer to serve as a frontline resource for infrastructure engineering support. This role bridges customer advocacy and technical problem-solving, handling troubleshooting, issue resolution, and automation for Netflix's internal developer community.
You will monitor and triage customer requests, resolve complex infrastructure and security issues, develop runbooks and documentation, maintain support tooling, and continuously improve the support experience. The role emphasizes hands-on technical work combined with customer advocacy—you'll champion developer sentiment back to infrastructure teams and help reduce product friction.
Key responsibilities include: troubleshooting enterprise identity and authentication systems (Okta, SCIM, OIDC/OAuth2, SAML, FIDO2/WebAuthn); supporting distributed cloud applications and security platforms (SIEM, SOAR, EDR, IAM, secrets management); conducting log analysis and incident response investigations; automating support processes; and developing comprehensive self-service knowledge bases.
You will leverage generative AI tools thoughtfully—for triage, summarization, runbook drafting, and automation exploration—while maintaining strong judgment around privacy and verification. Experience with AI coding assistants (Claude Code, Cursor, MCP) is expected.
Ideal candidates bring proven customer-facing and engineering support experience, deep knowledge of authentication/authorization/access management, proficiency in modern programming languages (Java, Python, Go), hands-on cloud infrastructure and security platform expertise, and fluency with modern GenAI tools and techniques. You thrive in ambiguous, fast-paced environments, communicate clearly across technical and non-technical audiences, and are data-driven in decision-making.
