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Netflix is one of the world's leading entertainment services, with over 300 million paid memberships in over 190 countries enjoying TV series, films and games across a wide variety of genres and languages. Members can play, pause and resume watching as much as they want, anytime, anywhere, and can change their plans at any time.

| SUMMARY & ROLE

N-Tech: Technology Systems and Operations Specialist (TSOS) champions the experiences on-site to drive end-user success through technology. As a Digital Learning Engine for Netflix, N-Tech identifies friction that users experience with technology and translates that information into actionable data that drives effortless technology experiences. As a member of Netflix’s Animation Technology team (AnimTech), you are a part of a global N-Tech team ensuring an exceptional experience for Netflix’s 10,000+ employees and partners. Your top priorities will be supporting technical issues, executing operational excellence, creating documentation, managing business-to-business relationships, and analyzing trends & data to identify the impact of user issues, with the ultimate goal of driving improvements in Netflix facilities and overall user experience. A Technology Systems and Operations Specialist(TSOS) strives to provide the best technical solution for each situation, which may sometimes mean utilizing technology not owned by Netflix. Therefore, they must have a working knowledge of current digital software trends and business needs as well as best practices both within and outside of the entertainment industry. This role is responsible for reducing complexity and improving the user experience at Netflix-owned properties by leveraging technology and workflow enhancements. For service efficiency, this role may involve leading a team of Managed Service Providers (MSP) to ensure on-site support scales to meet the needs of our workforce.

| RESPONSIBILITIES

• Own the on-site technical experience for Netflix Animation Studios (NAS) and Netflix Series Animation (NSA)

  • Drive on-site end user experience, including workflow designs that meet the business goals of our N-Tech organizations and our stakeholders' needs

  • Manage support tickets and resolve incidents in line with global SLA structures, providing timely and effective solutions

  • Exercise strong autonomous operational judgment, based on data and anticipate impacts to the business

  • Demonstrate the understanding of business outcomes by providing forecasting and planning in partnership with leadership

  • Partner cross-functionally with stakeholders (including, but not limited to, Networking teams, Production Services, Overall Deals, Workplace, Space & Occupancy, etc.) to learn, document, and advise with a focus on driving efficiency, resolution of issues and improved on-site experience

  • Inform and partner with Domain Specialists and Reliability Specialists/Engineers on learnings from user friction to inform product enhancements and resolution

  • Local or international travel may be required

• Lead the day-to-day operation of Netflix-owned tools and services

  • Develop Standard Operating Procedures and communicate changes to Support, Reliability, and Engineering teams

  • Create and leverage metrics and data to identify trends to collaborate effectively with partner teams that build value and scalable solutions

  • Create and maintain the decision-making framework for the Learning Engine support model, iterating regularly to find efficiencies

  • Act on and identify areas for proactive support to improve the end user experience and reduce support volume

• Serve as the on-site escalation point for N-Tech and partner teams to ensure proper and timely resolution

  • Creating and maintaining all root cause analysis reports after an escalation to identify workflows or systems to help mitigate reoccurring issues

  • Troubleshoot and escalate to various reliability and engineering partners as needed

  • Collaborate with cross-functional partners to proactively identify issues as they arise and conduct retrospective analysis on large-scale issues

  • Develop processes and documentation for stakeholders and support teams to self-serve and triage issues.

• Culture, Teamwork, and Collaboration

  • Live the Netflix Culture and ensure it is represented within your teams globally

  • 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

  • Exercise courage in delivering feedback, suggestions, and actively engage with all colleagues with respect and integrity

  • Flexibility in working hours to help meet the needs of the business, including participation in after-hours on-call rotation

| SKILLS AND EXPERIENCE

• Animation, Gaming, or Production experience is a must

• Executive support experience is a must

• Must be able to work from our Burbank office 4 days a week

• 4+ years of troubleshooting macOS, Windows, and SaaS Applications

• 1-2 years Linux experience (nice to have)

• Strategic thinking, tech and business savvy, with ability to build strong cross-functional partnerships

• Familiarity with network infrastructure with the intent of a smart hands approach

• Experience troubleshooting animation hardware and production software, including storyboarding tools and drawing tablets

• Ability to learn new technologies quickly and with minimal supervision

• Demonstrates thoughtful prioritization of issues and tasks

• Knowledge of asset tracking, management, and hardware deployment

• Thrives on technical challenges and takes pride in solving them

• Excellent interpersonal and communication skills both written and verbal

• Proven ability to work independently and proactively; must be self-motivated and can initiate ideas amidst ambiguity

• Experience working with vendor and contractor resources

• Flexible amid an ever-changing and growing environment

• Capable of composing clear process, and procedure documentation on complex topics

• Ability to lift and carry technical equipment regularly

• Fluency in English (business level)

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.

Inclusion is a Netflix value and we strive to host a meaningful interview experience for all candidates. If you want an accommodation/adjustment for a disability or any other reason during the hiring process, please send a request to your recruiting partner.

We are an equal-opportunity employer and celebrate diversity, recognizing that diversity 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.