Netflix is seeking a Support Solutions Engineer to enhance the developer experience by providing exceptional support for search technologies and operational excellence. The role involves troubleshooting customer requests, developing support documentation, and improving support tools while advocating for customer needs within the engineering community.

• Proven ability to deliver superior customer support and advocate for customer needs across complex organizations.
• 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.
• Working knowledge of search engine concepts: index mappings, text analyzers, aliases, data backfill processes, and index lifecycle management.
• Ability to read and reason about GraphQL schemas and debug query issues.
• Experience debugging platform configuration issues and using CLI-based tooling.
• Understanding of event-driven architectures and message queue concepts.
• Familiarity with access control models and experience troubleshooting permission errors.
• Proficient in reading distributed traces and structured logs to identify root cause across services.
• Comfortable reasoning about differences between test and production environments.
• Demonstrated ability to write clear runbooks, FAQs, and troubleshooting guides.

• Monitor and handle customer requests, troubleshooting and solving issues.
• Automate support needs and develop support documentation and runbooks.
• Improve and maintain support tools and automation.
• Understand product offerings and continuously seek to improve the engineering support experience.

• Employees at Netflix are often offered flexible, people-first benefits—unlimited time away, generous parental leave, global family-forming support, mental-health programs (mindfulness, free counseling/coaching), and health coverage tailored by country. Financially, Netflix pays at personal top-of-market and lets employees choose their mix of cash vs. fully-vested 10-year stock options, alongside donation and volunteer matching. Convenience perks can include trust-based travel/expense policies, relocation support, and “Work, Not Drive” rideshare flexibility.