Technical Support Specialist Customer Service Tools jobs at Netflix

Responsibilities

• Lead the team designing and deploying our broadcast infrastructure and broadcast operations centers.

• Collaborate with Broadcast Operations, Broadcast Systems, Production, and partners to support live broadcasts.

• Evaluate and guide decisions on IP and new technologies, including cloud and remote productions.

• Develop detailed technical documentation, including schematics, system designs, and user manuals.

• Manage project budgets, cost estimates, and timelines while overseeing multiple projects.

• Maintain production and technical infrastructures, including equipment, content management, and communication systems.

• Experience in reviewing and managing contracts with third-party providers to ensure deliverables

• Design, commission, and implement AV systems, integrating cutting-edge technologies to enhance performance.

• Build and maintain strong relationships with vendors, stakeholders, and partners to ensure effective collaboration and the success of Netflix's live projects, including managing broadcast, master control, and distribution needs.

• Ability to analyze and evaluate vendor proposals and pricing structures to ensure alignment with Netflix's financial objectives.

• Represent Netflix in live production-focused partnerships, fostering productive relationships to support project success and drive new developments. Able to design SLA and partnership strategies.

• Strong negotiation skills to secure favorable terms that align with Netflix's goals and budget constraints. Ability to advocate effectively for Netflix's interests while maintaining positive vendor relationships.

• Act as the escalation point for live event technical issues, supporting high-profile events.

• Identify opportunities for technical and operational efficiencies throughout the broadcast airchain, pursuing solutions from the discovery and project planning phases through to implementation. Evaluate and guide decisions on IP and new technologies, including cloud and remote productions.

• Be able to work with flexible hours based on the live events schedule.

• Some travel will be required to support Netflix’s live technical systems and live events, including weekends and holidays.

Qualifications

• 10+ years of experience in management or supervisory roles in Broadcast Engineering.

• Proven experience in designing and maintaining IP-based and virtualized workflows, facilities, and modern broadcast core technologies such as ST-2110 and NMOS, PTP, JPEG-XS, UHD and HDR workflows, SRT, AVC/HEVC, and Zixi.

• Advanced knowledge of networking fundamentals and IP-based workflows.

• Experience with routing platforms for video, media workflow, video transport, and delivery.

• Understanding of ASI, Baseband video signal workflows, and SMPTE standards.

• Familiarity with transport mediums such as private fiber networks, WAN, Satellite, Cellular Bonding, LEO, etc.

• Deep expertise in broadcast workflow technology and concepts surrounding transmission and contribution feeds, routing, format validation and conversion, closed captioning, SCTE104/35, playout, record, storage, intercom, and monitoring, logging, and alerting strategies and solutions.

• Communicate clearly and effectively with a wide range of stakeholders, including end users, developers, engineers, and executives, both internally and externally.

• Successfully manage multiple long-term projects from start to finish, including coordination with third-party vendors.

• Possess excellent verbal and written communication skills.

• Work independently and think creatively to solve problems.

• Be willing to travel and work flexible hours, including shifts and weekends.

• Demonstrate strong problem-solving skills, with the ability to identify issues and implement effective solutions under pressure.

Nice-to-Have

• Ability to assemble and operate studio, post, and on-air production systems.

• Networking and broadcast industry certifications (CompTIA Network+, Arista/Cisco technology, SBE certifications, AVIXA CTS, etc)

• Expertise in AWS, command line operations (Linux/Windows), and open-source multimedia frameworks.

• Experience with cloud-based infrastructure

• Experience with at least one programming language (Java, Go, Python)

• Experience in Unix (or Unix-based systems), shell scripting, and good SQL knowledge

• Experience with web technologies and distributed systems with microservices architecture

The Role

In this role, you will manage UI projects across a large range of Netflix consumer offerings from Live to Streaming to Games. You will collaborate closely with Localization Program Managers, Product & Engineering, Content Designers as well as different functions within the Globalization team. You will manage the localization schedules, risks and quality control measures, all in service of successfully launching new Netflix experiences globally.

Responsibilities:

• Manage end to end localization projects including risk mitigation and change management

• Drive tooling updates, integrations and migrations with engineering teams

• Partner cross-functionally with Netflix stakeholders to identify critical business blockers and collaborate to solve and optimize these

• Thrive in a fast paced, ambiguous environment

• Able to multitask and pivot quickly

• Gather and provide project context to drive high quality output from localization vendors and freelancers

• Oversee the localization metrics for your projects including adherence to budgets, deadlines and quality thresholds

• Run project kick offs and meetings with cross-functional groups to ensure alignment

• Partner and train vendors, translators and reviewers

• Evangelize Globalization with stakeholders and its unique role at Netflix

• Support data-driven innovation initiatives such as AB Testing

Qualifications:

• Bachelor's, or Master’s degree, in Localization, Language Studies, or International Studies

• 5+ years of prior localization project management experience, working on projects that involve language launches, software, and/or creative content localization

• Ability to lead large scale technical, and cross functional projects to delivery

• Working knowledge of industry standard localization tools and best practices

• Strong analytical problem-solving skills

• Excellent written and verbal communication skills

• Biased to action with an emphasis on good judgment

• Strong attention to detail

Generally, 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 $70,000 - $370,000.

Job is open for no less than 7 days and will be removed when the position is filled.

In this role, you will manage the intake, triage, communication, and escalation of all technical issues affecting Customer Support (CS) tools and technologies. You will collaborate closely with PSM Program Managers, CS Product Teams, CS Operations (CXO), Technical Research, and Engineering partners to manage the escalation lifecycle. Challenge the status quo by seeking opportunities to enhance reliability, partnering with the reliability and IT BPO program managers to prevent recurring issues rather than just fixing them. Additionally, you are responsible for providing administrative support for CS Tools user access needs. This position is crucial for ensuring that operations within the CS framework run smoothly and efficiently, particularly in maintaining and enhancing tool functionality and user experience.

• Manage the escalation lifecycle for all technical issues affecting users of Customer Service Tools and services. This includes issue discovery and validation, research, documentation, prioritization, and communication. Additionally, it involves advocating for fixes to engineering partners, third-party vendors, and the CS Product team, and validating the implemented fixes to ensure they effectively resolve the issues.

• Support CS Tools user access inquiries and group access policy management.

• Provide CS Operations teams with research support on BPO IT issues impacting agents and tooling.

• Support cross-functional stakeholders with CS Tools testing initiatives spanning new or updated product rollouts, CS Site onboarding, etc.

• Operate as a CS Tools subject matter expert for the CS organization.

• Manage support channel inquiries and ensure SLAs are met.

• Create and maintain runbooks and resource material pertaining to CS Tools support and user admin workflows.

• Flexibility in working hours to help meet the needs of the business.

• Participate in an oncall support rotation.

• Embody the

• 5+ years of relevant experience related to IT support, application support, technical troubleshooting, and issues research.

• A demonstrated proficiency working with Google Workspace, JIRA, Confluence, Kibana, Tableau, Zendesk, and other industry tooling.

• Experience supporting Customer Service target SaaS applications (CRM, CMS, CCaaS, etc).

• Effective communicator with stakeholders across all technical levels.

• Self-starter and fast learner who can work independently while using impeccable judgment.

• Exhibits a strong sense of curiosity and the initiative to explore unknowns and thrive in ambiguous situations.

Generally, 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 $50,000-$190,000.

In this role, you will:

• Lead CS experimentation, from hypothesis generation and test design to interpretation and recommendations

• Research metrics to support new areas of testing, like new pre-chat experiences

• Partner with Netflix’s experimentation platform to improve the experience of CS testing, from allocation to analysis

• Partner with CS executives, PMs, data team peers and Finance to further a statistically rigorous, data-driven decision-making culture in CS

We are looking for:

• Advanced degree in quantitative field like Statistics, Mathematics, Physics or Economics, or commensurate experience

• Strong statistical knowledge and intuition with experience in product experimentation

• Strong SQL skills and programming experience (Python preferred)

• Ability to effectively communicate technical concepts and convey clear insights to a variety of audiences (engineering, product, senior leadership)

• Experience evaluating language model performance

• Ability to thrive in ambiguity with minimal oversight and process

• Prior experience with Customer Service is not required, but a desire to learn and commitment to become an expert is a must.

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 $170,000 - $720,000.

Job is open for no less than 7 days and will be removed when the position is filled.

Responsibilities:

• Lead multiple cross-functional programs, in collaboration with product, engineering, design, and data science, that deliver technical solutions.

• Foster relationships, partner with key stakeholders, and form technical strategies with engineering partners.

• Drive engagement with cross-functional partners, work to decompose requirements into technical execution plans with measurable milestones, effectively optimize scope and schedule, manage cross-functional dependencies, and proactively manage risks.

• Craft clear communication of progress toward goals, challenges, and reporting status to stakeholders and leadership.

Requirements:

• 5+ years of technical program management experience driving large-scale software projects/programs with engineering and product teams.

• You have application security domain experience - awareness of AuthN and AuthZ constructs.

• Proven experience driving complex software development to completion, ensuring timely delivery and alignment with business objectives.

• Highly skilled, experienced, and enjoys orchestrating multiple programs with many moving parts and creating partnerships with cross-functional teams

• Strong understanding of software development processes and methodologies

• Ability to understand and discuss technical concepts, manage trade-offs, and evaluate new ideas with internal and external partners.

• Excellent written and verbal communication skills, including the ability to clearly articulate business impact and technical constraints tailored to the audience

• Exemplify the Netflix culture by understanding, advocating, and demonstrating its values.

Nice to have:

• Hands-on experience with software development or engineering

• Industry experience in business domains of consumer products or marketing

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 - $720,000.

The Content Promotion and Distribution (CPD) Engineering Organization creates technology to set up, promote, localize, and launch content on the Netflix service and off-service on social channels. We build products and services that manage a global entertainment catalog and enable our members to discover, choose, and talk about the content they can watch or play.

Responsibilities

• Lead multiple cross-functional programs, in collaboration with product, engineering, design, and data science, that deliver technical solutions.

• Foster relationships, partner with key stakeholders and form technical strategies with engineering partners.

• Drive engagement with cross-functional partners, work to decompose requirements into technical execution plans with measurable milestones, effectively optimize scope and schedule, manage cross-functional dependencies, and proactively manage risks.

• Craft clear communication of progress toward goals, reporting status to stakeholders and leadership.

Requirements

• 7+ years of technical program management experience

• Proven experience driving complex software development to completion, ensuring timely delivery and alignment with business objectives.

• Highly skilled, experienced, and enjoys orchestrating multiple programs with many moving parts and creating partnerships with cross-functional teams

• Strong understanding of software development processes and methodologies

• Ability to understand and discuss technical concepts, manage trade-offs, and evaluate new ideas with internal and external partners.

• Excellent written and verbal communication skills, including the ability to clearly articulate business impact and technical constraints tailored to the audience

• Exemplify theby understanding, advocating, and demonstrating its values.

Nice to have

• Hands-on experience with software development or engineering

• Industry experience in business domains of consumer products or marketing

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 - $720,000.

As theTechnical Services Coordinator, you will support the Technical Services Manager, focusing on the permanent elements and touring experiences that bring Netflix House to life. This coordinator blends the focus of prioritization, hustle, and a love for continuous improvement of technical systems and processes.

You will be involved with all on-site technical services needs, including preventative maintenance, daily technical support for operations, and vendor coordination. You will ensure schedules and priorities are met to best serve our Fans and Employees. This individual will need to communicate with internal and third-party partners to ensure resources are readily available to maintain the complex technical nature of the Netflix House experience.

What you will do:

• Support the Technical Services Manager in maintaining all technical aspects of Netflix House's permanent and touring experiences, including preventative maintenance, daily handoff to operations, and ad-hoc work.

• Coordinate with various vendors to schedule and ensure that work is completed in a timely manner.

• Coordinate with the operations team to minimize Guest/Fan disruption when maintenance needs are identified.

• Work closely and communicate with Netflix Creative, Attractions, and Operations teams.

• Work with technical production teams on needed design changes and/or modifications to ensure Netflix House Technical Sustainability is upheld and current.

• Coordinate with corporate resources to establish best practices in technical services.

• Manage documentation and tracking for technical elements.

• Promote and foster a mindset of continuous innovation for internal teams and external partners.

• Establish regular meetings with key stakeholders to update on progress and solicit feedback.

What we need from you:

• Demonstrated, 5+ years of technical experience in the location-based entertainment industry, technical theme park maintenance, technical theater operations, or similar.

• Knowledge and excitement of both permanent and touring experiences around the world.

• Knowledge of all aspects of theatrical technical systems (lighting, AV, show control, scenic integration, SFPX, rigging)

• Familiarity with standards and regulatory bodies such as ASTM F24, UL, and TUV.

• Knowledge of current and future technology trends.

• Knowledge of Autodesk software (CAD, Revit, etc.)

• Experience in AR, VR, and emerging technologies production and integration.

• Ensure technical excellence, safety, and sustainability at Netflix House by managing technical operations, maintaining theatrical systems, overseeing vendor partnerships, and integrating innovative solutions for both permanent and touring experiences.

• Strong desire to think outside the box and innovate through technical solutions.

• Strong desire to find innovative and creative technical solutions to different types of experiences.

• Strong network of industry contacts.

• Excellent communication skills, both verbal and digital.

• Excellent organizing skills using digital tools and Google suite.

• Availability to work days, nights, weekends, and holidays at a 365-day attraction.