Technology Experience Specialist

Job Description

It's a fantastic opportunity to join a global team with cross-functional partners sharing the goal of improving user functionality and system stability on our applications.

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 prioritise actionable understandings of the holistic user experience. As a Technology Experience Specialist, you play a critical role in supporting Netflix staff and external partners and their engagement with technology by examining user friction and gathering relevant information while thoroughly documenting the thought process and overall process around the experience. 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 across various applications and services.
• Prioritise and manage 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.
• Recognise and connect patterns in how users experience technology across 1st and 3rd party technologies by composing bug reports when needed.
• Responsible for learning how users experience technology through investigation, documentation, and categorisation of interactions with a focus on trends and contact reasoning
• 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 organisation'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
• You have the flexibility to work evening and weekend hours, at times

Skills & Experience
• 5+ years of relevant experience related to IT support, application support and technical troubleshooting (preferably in a multinational context)
• Critical thinking skills to troubleshoot, research, and diagnose complicated technical issues by utilising 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
• Fluency in English (business level) and additional European Language

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, religion, color, ancestry, national origin, caste, sex, sexual orientation, gender, gender identity or expression, age, disability, medical condition, pregnancy, genetic makeup, marital status, or military service.

Jobcode: Reference SBJ-r1k4ee-18-223-134-29-42 in your application.