JR41525 Technology Experience Specialist (12 months FTC)

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.

ROLE

The Technology Experience Specialist (TES) acts as a subject matter expert over a number of domains within NTS Corporate Support. This role sits at the intersection of GenAI adoption, identity management, enterprise SaaS administration, hands-on IT support, and user experience advocacy — for one of the world's most dynamic tech organizations. You'll be a key part of keeping Netflix's enterprise workforce connected, secure, and productive, while also serving as an escalation resource, knowledge owner, and collaborative partner to a number of teams across Netflix.

Beyond technical execution, this role is about understanding how employees experience friction with technology and translating those learnings into action. That means curating and maintaining our Help Center content, contributing to the data stories that shape how we invest in support, and reading between the lines of what the numbers — and your instincts — are telling you. If you thrive in fast-moving environments, enjoy owning complex technical problems end-to-end, stay flexible with your working hours to help meet the needs of the business, and want to work alongside a team that holds itself to an exceptionally high bar, this is your kind of role. 

RESPONSIBILITIES 

• Domain Expertise & Escalation Support: Act as the thought partner for peer Support Specialists on complex or emerging issues requiring deep domain research. Assist in resolving complex support cases, and manage escalations to Engineering for bugs and systemic issues requiring broader action.

• Documentation & Knowledge Management: Drive training, documentation, and coaching for the broader support experience. Create, maintain and measure Help Center content — including self-serve bots and digital support resources — to ensure accuracy, coverage, and effectiveness over time.

• User Experience Learnings & Stakeholder Collaboration: Serve as the voice of the user synthesizing learnings from Jira, stakeholder syncs, and direct partner feedback into cohesive, actionable narratives. Collaborate with Productivity Specialists to surface insights, prioritize enhancement opportunities, and ensure data completeness and hygiene needed to drive meaningful results.

• Data Backlog Curation: Own and curate the N-Tech data backlog, maintaining data hygiene and incorporating input from both ticket patterns and stakeholder interactions to inform prioritization and team education.

• Identity & Access Management: Administer and troubleshoot end-to-end identity lifecycle, including account management across Google Workspace, Okta (passwordless), Duo MFA, Pandora, and Active Directory. Experience supporting onboarding, offboarding, rehires, employment type conversions, and name changes at scale.

SKILLS AND EXPERIENCE 

• 5+ years of experience in a corporate IT, systems administration, or technology support role

• Comfortable with GenAI productivity tools (Claude, Gemini, ChatGPT, etc.) and an understanding of how to use them thoughtfully within technical workflows

• Proven ability to assess and leverage support data to identify trends, determine impactful knowledge investments, and translate raw information into actionable storytelling for partners and stakeholders

• Proficiency with identity and access management tools including Okta, Duo MFA, Active Directory, and related protocols (SAML, OAuth, SCIM)

• Hands-on experience administering Google Workspace (Google Admin console, GAM) and managing user accounts, groups, and calendar resources at scale

• Experience with endpoint management platforms, specifically Jamf Pro and/or Microsoft Intune, across macOS and Windows environments

• Working knowledge of networking fundamentals, VPN clients (e.g., Ivanti), and the ability to gather and interpret diagnostic logs to diagnose endpoint connectivity

• Familiarity with the creation and maintenance of domain-specific knowledge resources — including Help Center content, self-service bots, and internal documentation

• Practical knowledge of Slack administration (workspace/org admin), Zendesk, Jira, and other enterprise SaaS platforms

• Maintain proficiency in ticketing systems and incident management workflows

WE VALUE 

• Strong problem-solving skills and the ability to think holistically about the business impact of technical decisions

• A bias toward action — someone who identifies friction in systems and workflows and moves to fix it

• Clear, direct communication and the ability to partner effectively across technical and non-technical teams

• Sound judgment in ambiguous situations, with a track record of making well-reasoned decisions independently

• An analytical eye — someone who notices what the data is saying, trusts their instincts when the data doesn't tell the whole story, and can communicate both with clarity and precision

• A passion for knowledge sharing — someone who invests in the growth of the team and takes pride in leaving documentation, tooling, and processes better than they found them

• A continuous improvement mindset and genuine curiosity about new tools, platforms, and approaches

• The ability to thrive in a fast-paced environment where priorities shift and no two days look the same

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.