[Remote] Support Solutions Engineer (L5), Cloud Networking, CIE

Note: The job is a remote job and is open to candidates in USA. Netflix is a leading entertainment company dedicated to pushing the boundaries of storytelling and technology. They are seeking a Support Solutions Engineer to deliver excellent support experiences for their developer community, focusing on troubleshooting and automating support needs.ResponsibilitiesMonitor and handle customers’ requests, troubleshoot, and solve issuesAutomate support needs, develop support documentation and runbooks, and improve and maintain support tools and automationUnderstand product offerings and continuously look for ways to improve the engineering support experienceProvide insights, feedback, and champion customer sentiment about the tools supported to partners across Infrastructure EngineeringPartner with Product Management, Developer Education, and Engineering to track and maintain visibility into ongoing issues and communicate customer needsDrive collaboration efforts to reduce product friction and increase usabilitySkillsProven ability to deliver superior customer support and advocate for customer needs across complex organizations, ideally within a central teamHighly adaptable, thriving in fast-paced, ambiguous environments, and comfortable managing end-to-end investigations with creative problem-solvingData-driven decision-maker with strong written and verbal communication skills, including experience enhancing documentation and explaining technical concepts to diverse audiencesDeep understanding of network access control in AWS and Kubernetes environments, including security group rule evaluation, CIDR notation, protocol/port specifications, and cross-account access patterns, with experience troubleshooting 'why can't I connect' scenariosProficiency in DNS fundamentals including record types (AAAA, CNAME, MX, TXT), zone delegation, TTL behavior, and resolution troubleshooting, with hands-on experience in Route53 or equivalent DNS management platformsWorking knowledge of AWS VPC concepts (subnets, route tables, NAT gateways, VPC peering, PrivateLink, TransiGateways, CloudWAN) with understanding of IPv6 and IPv4 differences, including address allocation, dual-stack configurations, and IPv6-specific considerations (NAT44, NAT64, Happy Eyeballs). Familiarity with infrastructure-as-code practices and platforms (OctoDNS, Terraform) for managing network resources at scaleFamiliarity with load balancing concepts (DNS round robin, ALB/NLB, Classic ELB), including listener configuration, target groups, health checks, and common failure modes in distributed systemsAbility to leverage existing monitoring dashboards, log analysis tools, and large datasets (with basic SQL) to investigate issues, identify patterns, and communicate findings clearly to both technical and non-technical stakeholdersEager to continuously learn and improve operational efficiency through automation and visualization, with a strong desire to understand how security products and platforms work togetherBenefitsHealth PlansMental Health supportA 401(k) Retirement Plan with employer matchStock Option ProgramDisability ProgramsHealth Savings and Flexible Spending AccountsFamily-forming benefitsLife and Serious Injury BenefitsPaid leave of absence programsFull-time hourly employees accrue 35 days annually for paid time off to be used for vacation, holidays, and sick paid time offFull-time salaried employees are immediately entitled to flexible time offCompany OverviewNetflix is an online streaming platform that enables users to watch TV shows and movies. It was founded in 1997, and is headquartered in Los Gatos, California, USA, with a workforce of 10001+ employees. Its website is https://www.netflix.com.Company H1B SponsorshipNetflix has a track record of offering H1B sponsorships, with 65 in 2026, 310 in 2025, 309 in 2024, 191 in 2023, 261 in 2022, 268 in 2021, 225 in 2020. Please note that this does not guarantee sponsorship for this specific role.