דרושים Customer Service Tools Support Specialist ב-Netflix ב-ארהב

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

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.

• 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 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

• 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

• 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

• Consistently developing your skill set while seeking out opportunities to learn

• Collaborative through listening, seeking to understand, and supporting

• Production industry experience a plus (incl. marketing, publicity, post, etc)

• Production Accounting or Studio Finance/Content Finance knowledge preferred.

• Prior or existing relationships with relevant vendors

• Fluency in English (business level)

| REQUIRMENTS

• Keen understanding of current production landscape, studio/content finance accounting workflows and how relevant technology/applications are used (and will be used in the future) for support.

• Experience supporting Cloud and SaaS Applications and SSO: G-Suite including Gmail, Calendaring, Drive, Docs, Sites, and Groups

• In-depth knowledge of and the ability to perform troubleshooting with multiple operating systems (macOS, Windows, ChromeOS) and various applications, including Microsoft Office and Adobe software, and familiarity with corporate technology (laptops/workstations, video conferencing, streaming devices, etc), including experience with office applications (Zoom, Google Suite, Office, Adobe, etc.)

• Solid working knowledge of Apple and Google hardware, including laptops, desktop workstations, and mobile devices

• Mobile devices, including Apple iPhone and Google Pixel (Android)

• Candidates should be able to travel domestically and within the UCAN region.

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 - $700,000.

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

Key Responsibilities

COUNTRY LT KEY PARTNER & BUSINESS THOUGHT PARTNER

• Support country leadership as a key partner in local strategic discussion. Provide data and insights as needed that can influence title support decisions, country strategies and resource allocation.

• Develop relationships with key leaders from the country, within and beyond Marketing. PR, Social, MP, and Product are key cross-functional partners with whom to connect to develop and expand the role's influence.

EXPORT STRATEGIC PARTNER

• Have a key role in the export of campaigns by providing strategic insights upstream from the markets outside of the home territory.

• Be the connective tissue between the home territory and all supporting markets throughout campaign development.

• Optimize the ways we work with exporting campaigns and identify areas that can bring scale and agility.

LOCAL SLATE EXPERT

• Using full knowledge of the local slate (encompassing acquired and commissioned titles), leverage comms channels to best surface pertinent title updates to relevant markets pre-launch; work with studio and Content partners to solicit updates, guidance, and restrictions.

• Develop and track reactive packs for the local slate.

• Where there’s an opportunity for incremental impact, lead on internal comms for Product titles that have relevance and traction outside of the home territory in partnership with Product Creative.

CONNECTORS TO THE REST OF THE ORGANIZATION

• Provide insights into marketing infrastructure initiatives, including new metrics, tools, and dashboards.

• As relevant outside of title-specific initiatives, scale what’s happening in the country to relevant markets within the region.

• Key partner to help the local teams navigate different areas of the organization and connect them with key partners outside of their area of impact and knowledge.

• Be part of the Campaign Management team that is responsible for partnering with the Account Management team on revenue optimization and campaign activation activities while providing white glove service to our clients

• Partner with Account Managers and vendor partners on key campaign activities inclusive of campaign packaging and asset readiness, timely campaign launches, delivery & optimization, and client reporting

• Partner with external vendors to ensure timely day-to-day support, load balancing, and alignment with the Account Management team to best service our clients

• Troubleshoot and escalate campaign issues for Account Managers and coordinate issue resolution with AdOps

• Partner with Campaign Management Leads to coordinate workflow enhancements between Account Management and Ad Ops

• Monitor vendor performance and task queue ensuring quick and accurate campaign deliverables

• Review daily delivery metrics across Direct IO and Programmatic campaigns and suggest campaign optimizations.

• Coordinate user feedback and suggest enhancements to Ad Ops for efficiency improvements.

• Maintain current training documentation updated throughout the lifecycle of the material

• 5+ years of Ad Tech and/or Ad Operations experience supporting Account Management, Sales, Ads Policy/Quality, or Product/Engineering Teams

• Well-versed in Campaign Trafficking and Execution, including Order and Creative trafficking, Quality Control, Campaign monitoring, pacing, troubleshooting, billing, and reconciliation

• Experience supporting Direct IO, Programmatic Guaranteed and PMP deal types

• A background in Advertising Systems and Tools (CRM, OMS, DSPs, Ad Servers, Task Management, Reporting, etc.)

• Comfortable working with cross-functional teams, including Account Management, Ad Ops, Ads Policy, Product, and Engineering

• Experience interacting with outsourced vendors and managing the vendor's tasks of campaign setup and management, including but not limited to deal set up, trafficking, QC, and reporting

• Demonstrated ability to operate effectively in ambiguity and willingness to pivot as needed

• Excellent verbal and written communication skills and exceptional attention to detail

• Fluent in English, additional languages are a plus

• Experience supporting multiple regions and timezones

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 - $420,000.

As a Technical Services Manager, you will lead and oversee all technical aspects at one of the Netflix House sites, ensuring the permanent elements and touring experiences are executed and maintained to the level of technical excellence required by production.

What you will do:

• Ensure technical excellence in all aspects of Netflix House.

• Maintain all technical aspects of Netflix House permanent and touring experiences to support creative vision, budget, schedule, & project strategy - including show design, systems integration, overall safety, and maintenance.

• Vet, hire, and manage third-party technical vendors.

• Work closely and communicate with Netflix creative, production, 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.

• Communicate with and solicit feedback from internal stakeholders and cross-functional teams.

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

• Develop long-term capital maintenance plans and technical lifecycle strategies to ensure sustainability and readiness for future upgrades or enhancements.

• Manage technical services budgets, including forecasting, resource allocation, and vendor contract negotiations.

• Facilitate communication with internal stakeholders and cross-functional teams, incorporating feedback to continuously improve technical execution.

• Maintain detailed technical documentation, equipment inventory, and compliance logs in alignment with safety standards and operational protocols.

What we need from you:

• Demonstrated, 10+ years of technical experience in the location-based entertainment industry, technical theme park maintenance, technical theater operations, or similar..

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

• Excellent 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.

• Well-rounded knowledge of current and future technology trends.

• Excellent knowledge of Autodesk software (CAD, Revit, etc.).

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

• Ability to manage technical operations, maintain theatrical systems, oversee vendor partnerships, and integrate innovative solutions for permanent and touring experiences at Netflix House to ensure technical excellence, safety, and sustainability.

• 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.