Netflix Technology Experience Specialist 

United States, Oregon 

344758892

• 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.