Netflix System Administrator Customer Service Tools 

United States, California 

343905466

• Manage and maintain workflow and system configurations within our CS Products suite, including third-party solutions to serve the organization's needs. Current third-party tools include, but are not limited to: Sprinklr (CCaaS) and Zendesk (escalations/helpdesk).

• Create comprehensive documentation for managed software configurations, procedures, and changes to ensure consistency and facilitate troubleshooting.

• Partner with internal leads from CS Product, Engineering, and Data Science & Engineering teams to ensure proper setup of the systems and workflows between internal and external tools.

• Partner closely with CS Product to understand and consult on configuration requirements and identify pain points and opportunities for improvement.

• Troubleshoot and resolve configuration issues and escalate bugs to support teams.

• Efficiently handle access and change requests for solutions owned according to an aligned priority. Respond to and manage internal support channel requests and ensure SLAs are met.

• Maintain intimate knowledge of all CS Tools in order to operate as an effective administrator.

• Embody the

• 4+ years of experience working as a system administrator, system analyst, or equivalent roles, specifically on CCaaS (e.g. IVR, Routing, TFN), CRM, User Access Management Tool, CMS, etc.

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

• Background in building solutions and making adjustments to dashboards, widgets, queries, and configurations based on product requirements that are not reliant on custom engineering resources.

• Experience or background in technical teams (e.g., IT Admin, software admin, etc.)

• High comfort level with managing tools and vendor partners independently.

• Effective communicator with partners/stakeholders across all technical levels.

• Self-starter with impeccable time management and collaboration skills.

• 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.