Netflix is one of the world’s leading entertainment services with 278 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. The Role

| ROLE

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 Support Specialist, you play a critical role in supporting Netflix staff and their engagement with technology by examining user friction and gathering relevant information. This begins the process of working with partner teams to improve the overall technology experience and permanently resolve recurring issues.

| RESPONSIBILITIES

+ 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, bring to attention opportunities to create self-service solutions, as well as productivity enhancements + Identify and link ZenDesk tickets that show a pattern of behavior/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 + Flexibility in working hours to help meet the needs of the business

| SKILLS & EXPERIENCE

+ 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 + Data analyst skills, to uncover patterns, changes, and shifts in user/technology behavior or patterns that could indicate a direction of change or development. + Able to proactively seek out opportunities to improve our user experiences and deliver cohesive ideas around innovative support strategies and application design considerations + Strong communication skills with demonstrated ability to engage with users through various ingestion points and communication platforms, including the ability for direct (virtual) interaction with stakeholders as part of your investigation around a particular technology friction and the user experience + Ability to explain complex data insights to non-technical stakeholders + Consistently developing your skill set while seeking out opportunities to learn. + Collaborative through listening, seeking to understand, and supporting + Fluency in English, and Spanish is a plus [INTERNAL PURPOSE ONLY] DAY-TO-DAY RESPONSIBILITIES + Soft Skills + Evaluate options accurately and establish priorities. + Ability to quickly identify critical factors which will affect the outcome of a decision. + Ability to successfully navigate unexpected challenges or take on new responsibilities. + Accepts flaws and mistakes as opportunities for improvement. + Embraces challenges and even probable failure. + Offer timely feedback frequently. Keep it in the context of learning and establish common and consistent communication. + User Base support and Zendesk space + Guarantee clear communication and user guidance (expectation setting, updates, timelines, resolutions, etc.) to our user base. + Ensure availability to respond and resolve support requests on our intake channels, serving as the primary point of contact for users seeking technical assistance. + Prioritize and ensure timely resolution (i.e., unblocking users) of technical issues raised to N-Tech. + Triage and escalate issues to the appropriate partner groups + Identify incidents/outages reported to N-Tech and ensure delegation of tasks, communication with the larger team and stakeholders, and escalation to identified teams + Ensure incident documentation, data completeness, and quality + Ensure clear capture of Zendesk data to guarantee our data quality through our data pipeline + Follow up on issues/report upon resolution/closure + Document User Experience + Gather information, data, and context to document the user experience, ensuring that stories are accurate, complete, and actionable. + Identify and document an understanding of the user experience/user friction with our technology in Jira, which will be used to push for experience improvements, feature requests, and productivity enhancements. + Proposal of knowledge base articles from documentation and findings through active investigations + Utilize our tools to analyze trends to uncover opportunities for efficiency and/or consistency in product and workflow improvements for the overall user and support experience. + Ensure data accuracy representing the holistic user experience in Jiras, making sure all relevant data is connected to this single point of documentation. + Secure the completion of your Jira lifecycle, providing the necessary context to all parties involved. + Guarantee the correct follow-through on Jira workflows. + Partner with Global Teams + Collaborate closely with peers to provide clear communication through a virtual/in-person environment. + Collaborate closely and consistently with Domain Specialists + Collaborate with N-Tech Workforce Productivity and Reliability through Jira and Slack, ensuring steady communication flow for ongoing issues/improvements/etc 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 on the basis of race, ethnicity, religion, color, place of birth, sex, gender identity or expression, sexual orientation, age, marital status, military service status or disability status.