JR41525 Technology Experience Specialist (12 months FTC)

At Netflix, the Technology Experience Specialist (12 months FTC) acts as a subject matter expert across multiple 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. You’ll help keep Netflix’s enterprise workforce connected, secure, and productive while serving as an escalation resource, knowledge owner, and collaborative partner to teams across the company.

Beyond technical execution, this role focuses on understanding how employees experience friction with technology and translating those learnings into action. That includes curating and maintaining Help Center content, contributing to the data stories that shape support investments, and interpreting both metrics and user signals. This role suits someone who thrives in fast-moving environments, enjoys owning complex technical problems end-to-end, stays flexible with working hours to meet business needs, and wants to work alongside a team with exceptionally high standards.

Role

• Act as a 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.
• 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.
• Serve as the voice of the user by synthesizing learnings from Jira, stakeholder syncs, and direct partner feedback into actionable narratives.
• Collaborate with Productivity Specialists to surface insights, prioritize enhancement opportunities, and ensure data completeness and hygiene needed to drive meaningful results.
• Own and curate the N-Tech data backlog, maintaining data hygiene and incorporating input from ticket patterns and stakeholder interactions to inform prioritization and team education.
• Administer and troubleshoot the end-to-end identity lifecycle, including account management across Google Workspace, Okta (passwordless), Duo MFA, Pandora, and Active Directory.
• Support 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.
• Comfort with GenAI productivity tools such as Claude, Gemini, and ChatGPT, 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 such as SAML, OAuth, and SCIM.
• Hands-on experience administering Google Workspace, including Google Admin console and 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 such as Ivanti, and the ability to gather and interpret diagnostic logs to diagnose endpoint connectivity.
• Familiarity with creating and maintaining domain-specific knowledge resources, including Help Center content, self-service bots, and internal documentation.
• Practical knowledge of Slack administration, Zendesk, Jira, and other enterprise SaaS platforms.
• Ability to 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 and a drive to identify friction in systems and workflows and move 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 mindset that can interpret data, trust instincts when data is incomplete, and communicate with clarity and precision.
• A passion for knowledge sharing and a commitment to leaving documentation, tooling, and processes better than they were found.
• 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.