Support Solutions Engineer (L5), Security,Privacy and Assurance

bolthires is one of the world's leading entertainment services, with over 300 million paid memberships in over 190 countries enjoying TV series, films and games across a wide variety of genres and languages. Members can play, pause and resume watching as much as they want, anytime, anywhere, and can change their plans at any time. About the Engineering Support OrganizationThe aim of the Engineering Support Organization is to enable Infrastructure Engineering to effectively and sustainably scale the support they provide to their customers.The team is the frontline resource for the engineering support needs of our customers (i.e., our workforce) - handling, troubleshooting, and resolving customer requests and issues. In addition, the team will focus on ways of working, customer advocacy, support tooling, platform product offerings, documentation, and developer education. Our Mission Deliver an excellent support experience to bolthires’s developer community. To advocate for our customers, follow through on issues and resolve them in a reasonable time.If blockers prevent immediate resolution, we communicate status and ensure there is visibility into why there is a delay. Provide insights, feedback and champion customer sentiment about the tools we support to our partners across Infrastructure Engineering. Partner with Product Management, Developer Education and Engineering to track and maintain visibility into ongoing issues and communicate customer needs to ensure improving in these areas is prioritized. Drive collaboration efforts to reduce product friction and increase usability so that Infrastructure Engineering can build, deploy and deliver highly functional solutions for the Developer Community.The Role We are looking for a Support Solutions Engineer with a passion for security infrastructure and tooling, customer service, and automation. You will be responsible for monitoring and handling our customers’ requests, troubleshooting, solving issues, automating support needs, developing support documentation and runbooks, improving and maintaining support tools and automation, understanding our product offerings, and continuously looking for ways to improve the engineering support experience.Our ideal team member has first-hand experience working in customer-facing, engineering support roles, writing and building a comprehensive self-service knowledge base and has knowledge of infrastructure, internal tooling, platforms, and cloud computing. You are excellent at understanding and solving complex and ambiguous problems and constantly seek improvement. As an Engineer in this role, we need a candidate who can understand our complex offerings on a technical level, be hands-on in the development of our support automation tooling, and recommend product and operational improvements based on customer interactions.LocationOur offices are located in Los Gatos. What you’ll need to be successful: Proven ability to deliver superior customer support and advocate for customer needs across complex organizations, ideally within a central team. 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, including experience enhancing documentation and explaining technical concepts to diverse audiences.Extensive experience supporting and troubleshooting enterprise identity and authentication systems (e.g., Okta, SCIM, OIDC/OAuth2, SAML 2.0, FIDO2/WebAuthn), with knowledge of passwordless authentication, phishing-resistant MFA, and device posture validation in large-scale environments. Skilled in supporting distributed cloud applications and securing cloud infrastructure, as well as working with security platforms and tools (e.g., SIEM, SOAR, EDR, vulnerability management, IAM, secrets management).Proficient in at least one modern programming language (e.g., Java, Python, Go), with hands-on experience in log analysis, incident response, and investigations related to authentication and access management. Deep understanding of authentication, authorization, access management best practices, and security monitoring, with the ability to interpret security logs for investigation and remediation. Eager to continuously learn and improve operational efficiency through automation and visualization, with a strong desire to understand how security products and platforms work together.Be sure to review our culture page to learn more about the unique bolthires culture and the opportunity to be part of our team. We are an equal opportunity employer and celebrate diversity, recognizing that diversity of thought and background builds stronger teams. We approach diversity and inclusion seriously and thoughtfully. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Our compensation structure consists solely of an annual salary; we do not have bonuses.You choose each year how much of your compensation you want in salary versus stock options. To determine your personal top of market compensation, we rely on market indicators and consider your specific job family, background, skills, and experience to determine your compensation in the market range. The range for this role is $100,000 - $400,000. bolthires provides comprehensive benefits including Health Plans, Mental Health support, a 401(k) Retirement Plan with employer match, Stock Option Program, Disability Programs, Health Savings and Flexible Spending Accounts, Family-forming benefits, and Life and Serious Injury Benefits.We also offer 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. See more detail about our Benefits here. bolthires is a unique culture and environment. Learn more here. Inclusion is a bolthires value and we strive to host a meaningful interview experience for all candidates. If you want an accommodation/adjustment for a disability or any other reason during the hiring process, please send a request to your recruiting partner.We are an equal-opportunity employer and celebrate diversity, recognizing that diversity builds stronger teams. We approach diversity and inclusion seriously and thoughtfully. We do not discriminate on the basis of race, religion, color, ancestry, national origin, caste, sex, sexual orientation, gender, gender identity or expression, age, disability, medical condition, pregnancy, genetic makeup, marital status, or military service. Job is open for no less than 7 days and will be removed when the position is filled.At bolthires, we want to entertain the world. Whatever your taste, and no matter where you live, we give you access to best-in-class TV series, documentaries, feature films and games. Our members control what they want to watch, when they want it, in one simple subscription. We’re streaming in more than 30 languages and 190 countries, because great stories can come from anywhere and be loved everywhere. We are the world’s biggest fans of entertainment, and we’re always looking to help you find your next favorite story.Required skills:Automation, Customer Service, Go, Java, Python, Troubleshooting, Written communication, SAML, SIEM, incident responseRequired languages:English Apply tot his job