The Support Solutions Engineer at Netflix will be part of the Engineering Support Organization, which aims to enhance the support experience for the developer community. This role focuses on troubleshooting customer requests, automating support processes, and improving support documentation. The ideal candidate will have experience in customer-facing engineering support roles and a strong understanding of search technologies and distributed systems. The position emphasizes collaboration with various teams to advocate for customer needs and drive improvements in support tools.

• Proven ability to deliver superior customer support and advocate for customer needs across complex organizations.
• Highly adaptable, thriving in fast-paced, ambiguous environments.
• Data-driven decision-maker with strong written and verbal communication skills.
• Working knowledge of search engine concepts, including index mappings and data backfill processes.
• 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 troubleshooting permission errors.
• Proficient in reading distributed traces and structured logs.
• 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 enhance the engineering support experience.
• Drive collaboration efforts to reduce product friction and increase usability of the Graph Search platform.
• Communicate status updates and ensure visibility into issue resolutions.
• Champion customer sentiment and provide insights to partners across Infrastructure Engineering.

• 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.