Job 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