Technology Systems and Operations Specialist (Animation)



IT, Operations
burbank, ca, usa
Posted on Wednesday, May 1, 2024
Netflix is the world's leading streaming entertainment service with over 265 million paid memberships in over 190 countries enjoying TV series, documentaries and feature films across a wide variety of genres and languages. Members can watch as much as they want, anytime, anywhere, on any internet-connected screen. Members can play, pause and resume watching, all without adverts or commitments.
| Role
As an N-Tech: Technology Experience Specialist (TES) - Animation, you will manage and maintain technology services on-site at Netflix Animation Studios. This position will partner with our remote Netflix Support team and act as an escalation point for various applications, services and technologies. You will be responsible for building in-depth knowledge of Netflix technologies and integrations across the ecosystem. For service efficiency, this role will also partner with Managed Service Providers to ensure on-site support scales to meet the needs of the workforce.

| Your Responsibilities:

  • Provide day-to-day support to onsite users by serving as a 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/maintain 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, potentially direct on-site Managed Service Providers (MSPs), 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 behavior/user friction, curate the stories of the patterns, and maintain the health of the User Experience Jira space.
  • Ensure that user interactions are at the highest quality technical support level while engaging in our organization's strategy to learn from user experience.
  • 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 with partner teams, using compassionate and thoughtful feedback/ideas.
  • Leverage metrics and reporting to identify trends within the environment and collaborate with cross-functional partners to proactively identify issues before they arise.
  • Contribute to an inspiring, empowering, collaborative, and supportive team environment, leading by example and flexing to roll up your sleeves and support the team as needed.
  • Actively participate and contribute to efforts designed to improve how users experience both technology and support at Netflix.
  • Ensure the quality of support through review, feedback, and coaching.
  • Flexibility in working hours to help meet the needs of the business.
  • Live the Netflix Culture.

| Your Skills & Experience:

  • 4+ years experience providing support in a fast-paced studio environment, working alongside talent, technical teams, vendors, contractors etc.
  • Subject matter expertise of on-site studio needs for Animation, Visual Effects, Games, or post-production workflows.
  • Experience prioritizing and supporting Internal and Creative Executives.
  • Knowledge of troubleshooting studio infrastructure (storage, network, etc.).
  • Knowledge of troubleshooting MacOS, Windows, remote workstations, and AV systems.
  • Demonstrated cross-functional working relationships and advanced communication skills.
  • Experience using data to tell a story and influence direction.
  • Experience creating, editing, and maintaining knowledge base and/or training documentation.
  • Experience with JIRA, Confluence, Zendesk or similar products.
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 - $170,000.
Netflix provides comprehensive benefits including Health Plans, Mental Health support, a 401(k) Retirement Plan with employer match, Stock Option Program, Disability Programs, Health Savings and Flexible Spending Accounts, Family-forming benefits, and Life and Serious Injury Benefits. We also offer paid leave of absence programs. Full-time hourly employees accrue 35 days annually for paid time off to be used for vacation, holidays, and sick paid time off. Full-time salaried employees are immediately entitled to flexible time off. See more detail about our Benefits here.
Netflix is a unique culture and environment. Learn more here.
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.