Technology Experience Specialist, Studio

Netflix 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.

N-Tech: Technology Experience Specialists (TES) use their technical knowledge and experience to provide technology support to users, converting information and learning from interactions to prioritize, actionable understandings of the holistic user experience.

As a Technology Support Specialist, you play an instrumental role in supporting Netflix internal staff & external partners and their engagement with Studio technology. By examining user friction and gathering relevant information, you'll work with subject matter experts and partner teams to improve the overall technology experience and permanently resolve recurring issues in the long term.

* Serve as the primary point of contact for users seeking technical assistance

* Responsible for learning how users experience technology through investigation, documentation, and categorization of interactions with a focus on trends and contact reasoning

* Prioritize managing technical issues, triage/research bugs, be a part of incident/outage management workflows, escalate issues to appropriate partner groups, and develop/sustain robust documentation to create a positive knowledge base experience

* Recognize and connect patterns in how users experience technology across 1st and 3rd party technologies by composing bug reports when needed

* Recommend and/or implement experience improvements, make feature requests, and proactively seek out opportunities to create self-service solutions, productivity enhancements, and other innovative support strategies

* Identify and link Zendesk tickets that show a pattern of behaviour/user friction, curate the stories of the patterns, and maintain the health of the User Experience Jira space

* Ensure that our users interact with us at the highest quality technical support partnership while engaging in our organization's strategy to learn from user experience

* Actively participate and contribute to efforts designed to improve how users experience both technology and support at/or working with Netflix

* Engage and work with our global team as part of an overall user journey experience team, gathering important information, data, and context to bridge the user experience and partner teams, using compassionate and thoughtful feedback/ideas

* Work to ensure Netflix’s commitment to fostering an inclusive environment is demonstrated in every facet of our efforts

* Create an inspiring, empowering, collaborative, and supportive team environment, leading by example and flexing to roll up your sleeves and support the team as needed

* Flex to support any of our Studio tools as business needs evolve, building working knowledge of each Studio’s applications, workflows, and data structures as needed

* Support a global base of users, vendors, and partners across the Studio ecosystem, each with varying levels of technical expertise

* Participate in, and contribute to, regular team meetings to stay current on emerging issues, product updates, and technical changes within Studio support

* Critical thinking skills to troubleshoot, research, and diagnose complicated technical issues by utilizing available systems and tools

* Robust documentation mindset, translating the information into knowledge-base articles and/or user stories

* Flexibility in working hours to help meet the needs of the business

* Comfort ramping up quickly across a range of Studio applications and workflows; prior experience in a specific Studio tools (e.g., Localization, Production Planning, Marketing/Promo tooling) is a nice-to-have, though we're prioritizing broad, adaptable capabilities over narrow