Technical Support Specialist, Customer Service Tools

Netflix is one of the world's leading entertainment services, with 283 million paid memberships in over 190 countries enjoying TV series, films and games.
$50,000 - $190,000
Backend
Mid-Level Software Engineer
In-Person
5000+ Employees
5+ years of experience
Entertainment · Consumer

Description For Technical Support Specialist, Customer Service Tools

Netflix, a global entertainment powerhouse with 283 million paid memberships across 190+ countries, is seeking a Technical Support Specialist for their Customer Service Tools team. This role is integral to Netflix's Customer Service (CS) Technology team, focusing on maintaining and enhancing tool functionality and user experience.

The position involves managing technical issue escalations, ensuring tool reliability, and maintaining compliance with Netflix's security standards. You'll be responsible for supporting CS tools user access, system configuration, and IT implementation at BPO CS sites. The role requires collaboration with Program Managers, CS Product Teams, Operations, and Engineering partners.

Key responsibilities include managing the escalation lifecycle for technical issues, supporting user access inquiries, handling system configurations, and providing IT implementation support. You'll serve as a CS Tools subject matter expert and participate in on-call support rotation.

The ideal candidate brings 5+ years of IT support and technical troubleshooting experience, with proficiency in various industry tools like Google Workspace, JIRA, Confluence, Kibana, and Zendesk. Strong communication skills and the ability to work independently are essential.

Netflix offers a competitive compensation package ranging from $50,000 to $190,000, with the flexibility to choose between salary and stock options. The company provides comprehensive benefits including health plans, mental health support, 401(k) with employer match, and various insurance programs. The position offers either 35 days of PTO for hourly employees or flexible time off for salaried staff.

This role presents an opportunity to join a dynamic team in a company known for its unique culture of freedom and responsibility, working at the intersection of technology and customer service excellence.

Last updated 19 days ago

Responsibilities For Technical Support Specialist, Customer Service Tools

  • Manage the escalation lifecycle for all technical issues affecting CS tools and services
  • Support CS Tools user access inquiries and group policy management
  • Manage system configuration tasks for CS-specific workflows
  • Provide CS Operations teams with Netflix-specific IT implementation support
  • Operate as a CS Tools subject matter expert
  • Manage support channel inquiries and ensure SLAs are met
  • Create and maintain runbooks and resource material
  • Participate in an on-call support rotation
  • Flexibility in working hours to help meet business needs

Requirements For Technical Support Specialist, Customer Service Tools

JavaScript
Node.js
  • 5+ years of relevant experience related to IT support, application support, and technical troubleshooting and research
  • Demonstrated proficiency working with Google Workspace, JIRA, Confluence, Kibana, Tableau, Zendesk, and other industry tooling
  • Experience supporting and administering 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
  • Strong sense of curiosity and initiative to explore unknowns

Benefits For Technical Support Specialist, Customer Service Tools

401k
Medical Insurance
Dental Insurance
Vision Insurance
Mental Health Assistance
Parental Leave
Equity
  • Health Plans
  • Mental Health support
  • 401(k) Retirement Plan with employer match
  • Stock Option Program
  • Disability Programs
  • Health Savings and Flexible Spending Accounts
  • Family-forming benefits
  • Life and Serious Injury Benefits
  • Paid leave of absence programs
  • 35 days annually for paid time off (hourly employees)
  • Flexible time off (salaried employees)

Interested in this job?

Jobs Related To Netflix Technical Support Specialist, Customer Service Tools

Software Engineer (L4), Content Engineering

Mid-level Software Engineer position at Netflix, focusing on content engineering systems and services, offering competitive salary and comprehensive benefits.

Software Engineer (L4/L5) - Enablement Apps

Mid-level Software Engineer position at Netflix's Enablement Apps team, focusing on partner ecosystem solutions and platform development using Java and Node.js in Warsaw, Poland.

Software Engineer (L4) - CKG

Full Stack Software Engineer for Netflix's Content Knowledge Graph team, building scalable data systems and tools for the entertainment industry.

Software Engineer (4) - Growth Messaging Experiences

Netflix is hiring a Software Engineer (4) for Growth Messaging Experiences to work on core backend systems and solve complex problems in entertainment streaming.

Software Engineer (L4), Content Engineering

Netflix is hiring a Software Engineer (L4) for Content Engineering to build high-scale microservices and innovative products for global content creation and promotion.