Technical Research Specialist

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.

The Technical Research team sits within Customer Experience Operations under the CS organization. The team is responsible for managing technical issues escalated through our customer support channels and works closely with Netflix Engineering teams to address member-impacting technical issues and troubleshooting steps.

Responsibilities

• End-to-End Incident & Problem Management: Lead the full lifecycle of technical issue resolution for Customer Service, from initial escalation to closure, ensuring timely updates to internal and external stakeholders.

• Tool Ownership & Automation: Support tool issues via Zendesk, Sprinkler (CSM), Jira, and Slack, leveraging automation to streamline ticket handling and communication.

• Advanced Troubleshooting: Diagnose and resolve streaming issues on various platforms including Android and iOS, collaborating closely with engineering teams to drive prompt resolution and product improvements.

• Data-Driven Analysis: Use systems analysis techniques, including SQL queries, alerting on KPIs, and creating visualizations (Kibana, Tableau), to monitor incidents, baseline product complexity, and prioritize issues.

• Stakeholder Collaboration: Serve as the primary point of contact for escalated technical issues, coordinating with engineering and cross-functional teams to enhance the customer experience and support operational excellence.

• Pattern Recognition & Documentation: Proactively identify and connect patterns across escalated issues, maintain and curate the knowledge base, and document findings in knowledge articles, user stories, and runbooks.

• Continuous Improvement & Risk Mitigation: Recommend and implement experience improvements such as self-service solutions, productivity enhancements, and process optimizations. Monitor dashboards, analyze trends, and escalate potential risks to drive mitigation strategies.

• Operational Support: Participate in on-call rotations and support key operational initiatives, including tool/system administration and access management.

Qualifications

• 5+ years experience in technical support or similar roles, with strong customer service, issue investigation, and escalation management skills.
• Background in IT/application support and troubleshooting, ideally in a multinational environment.
• Experience supporting Customer Service applications (CRM, CMS, CCaaS) and providing operational support for system administration and access management.
• Skilled in critical thinking, technical issue diagnosis, and data analysis (including SQL).
• Proficient with Google Workspace, JIRA, Confluence, Kibana, Pagerduty, Incident.io, Tableau, Zendesk, and other analytics tools.
• Experienced in creating and maintaining knowledge base or training documentation.
• Strong customer service focus, technical expertise, and project management abilities.
• Effective communicator and collaborator with global teams; adept at building relationships and debating using data.
• Flexible with work hours and committed to continuous learning and professional growth.

Nice to Have

• Familiarity with AWS/cloud solutions and coding languages (Python, Java, etc.).
• Experience supporting streaming, live, gaming, or billing/payment technologies.
• Understanding of incident/problem management and ITIL or similar frameworks.
• Additional language proficiency and project management experience are pluses.