Technology Systems and Operations Specialist na Netflix

Presencial - Sao Paulo, Brazil

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.

As a team, we champion the end user to drive their success through technology. We simplify the complex. As a Learning Engine for Netflix, the Netflix Technology team (N-Tech) will seek out the friction users experience with technology and convert user friction into the fuel that drives effortless technology experiences.

As a Technology Systems and Operations Specialist (TSOS) for Netflix, you will be part of a global team ensuring an exceptional experience for Netflix’s 10,000+ users. Your top priorities will be managing technical issues, research, documentation, business-to-business relationships, and analyzing trends and the impact of these issues with the ultimate goal of driving improvements in Netflix facilities and overall user experience.

The N-Tech Technology Systems and Operations Specialist will operate as a technical leader for escalations, collaborating with internal and external teams to design systems and workflows that enable long-term operational success. Therefore, they must have a working knowledge of current digital technology trends and business needs as well as best practices both within and outside of the entertainment industry.

This position will partner with our frontline Netflix Technology Support, AV, and networking teams, as well as others, as we operate as an escalation point for various applications, services, and technologies. You’ll be responsible for reducing complexity and improving the user experience at Netflix-owned at Netflix-owned and operated properties by driving innovation, anticipating future needs, and aligning solutions to broader business goals.

Requirements

Skills

strategic thinking
technical and business‑wise thinking
cross‑functional partnerships
network infrastructure
routing & switching
DHCP servers
subnetting
low voltage cabling
troubleshooting MacOS/Windows
SaaS Applications
AV systems
asset tracking
management
deployment
overseeing service delivery
technical challenges
interpersonal and communication skills
written and verbal communication
self‑motivation
independent work
initiative
analysis support data
identify trends
lead initiatives
workflow design
process documentation

Languages

English
Portuguese
Spanish

Responsibilities

Own the onsite experience for assigned Netflix Facilities.
Drive innovative end‑user experience by piloting new technology and including workflow design that meets the business outcomes of our N-Tech organizations and meets our stakeholders' needs.
Develop strategic roadmaps that influence end‑user experiences, ensuring alignment with business outcomes across the N-Tech organization.
Make autonomous decisions on operational challenges, utilizing data to anticipate future impacts and proactively addressing potential issues.
Partner cross‑functionally with stakeholders and leadership (including, but not limited to, networking teams, enterprise operations, employee services, content teams, etc.) to guide long‑term improvements and lead high‑impact initiatives.
Lead the day‑to‑day operation of Netflix facilities, Netflix‑owned tools, and services, which include: Develop Standard Operating Procedures and communicate changes to User‑Experience and Engineering teams.
Leading and mentoring a team of Managed Service Providers (MSPs) or contractors to conduct work on behalf of Netflix. Ensures the quality of support through continuous review, feedback, and coaching.
Create and leverage metrics and reporting to identify trends within the environment and collaborate effectively with partner teams to build value added and scalable solutions.
Proactively identify opportunities to improve the end‑user experience while reducing support volume and complexity through strategic improvements.
Serve as the escalation point for N-Tech teams and high‑priority issues to ensure proper and timely resolution.
Analyze and curate actionable insights from escalations by creating and maintaining detailed root‑cause analysis reports, identifying workflow inefficiencies or systems gaps to mitigate recurrence.
Lead troubleshooting efforts and coordinate escalations to engineering and technical teams, along with PjM and Workforce Productivity specialists ensuring seamless communication and resolution of complex challenges.
Oversee and drive incident resolution to closure, ensuring timely outcomes while capturing learnings to improve processes and systems organization‑wide.
Develop Quality Assurance processes and runbook documentation that empowers our stakeholders with self‑service capabilities and enable support teams to efficiently troubleshoot, resolve, and elevate issues.
Right‑fit the work as needed ensures that all N-Tech partners and stakeholders participate at the right time.
Regularly engage in business reviews with stakeholders to assess the effectiveness of these processes, gather feedback, and refine strategies to better meet stakeholder needs and enhance operational efficiency.
Blend deep knowledge of how users experience products with qualitative and quantitative data in order to help our Workforce Productivity Specialist (WPS) reduce friction and complexity in the end‑to‑end user experience.
Craft compelling, data‑driven narratives around how users experience friction with technology, with the goal of influencing Product, Eng and partners to reduce complexity and improve productivity.
Provide advanced escalated support for complex issues that cannot be solved by N-Tech User Experience (NTE) and Domain/SME Specialists (i.e., support that requires additional knowledge of user workflow, deeper subject matter expertise, etc).
Designing the most optimal and scalable service path to ensure that N-Tech scales (i.e., determine what work goes back to Product etc).
Responsible for collaborating and advocating on memos created by Domain/SME Specialists and N-Tech Reliability Specialists.

Technologies

MacOSWindowsSaaS ApplicationsAV systemsNetwork infrastructurerouting & switchingDHCP serverssubnettinglow voltage cabling

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