Technology Systems and Operations Specialist na Netflix

Presencial - Sao Paulo, Brazil

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. Responsibilities include: 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; Develop strategic roadmaps; Make autonomous decisions on operational challenges; Partner cross-functionally with stakeholders and leadership; Lead day‑to‑day operation of Netflix facilities, Netflix-owned tools, and services; Develop SOPs; Lead and mentor MSPs; Create metrics and reporting; Proactively identify opportunities; Serve as escalation point for high-priority issues; Analyze and curate actionable insights; Lead troubleshooting; Oversee incident resolution; Develop QA processes and runbooks; Right‑fit work; Engage in business reviews; Blend deep knowledge with data; Craft data‑driven narratives; Provide advanced escalated support; Design optimal service paths; Collaborate on memos.

Requirements

Skills

Business-level fluency in speaking and writing English and Portuguese
Strategic thinking, technically and business-wise
Understanding of Network infrastructure with the intent of a smart hands approach; routing & switching, DHCP servers, subnetting, & low voltage cabling
Expertise in troubleshooting MacOS/Windows, Saas Applications, and AV systems
Familiarity with asset tracking, management, and deployment
Local/Regional knowledge (vendors, general operation standards, culture, etc)
Effectively overseeing and improving the delivery of different services
Thrives on technical challenges and takes pride in solving them
Excellent interpersonal and communication skills both written and verbal
Self-motivated and capable of working independently with minimal supervision; proven ability to initiate and execute ideas amidst ambiguity
Technical depth and ability to analyze support data to identify trends to drive insight and overall product and operational improvement
Ability to act as the informed captain and lead new initiatives concerning workflows and support
Flexible amid an ever-changing and growing environment
Information tracking, as it pertains to ancillary charges and overhead budgets
Capable of composing clear process and procedure documentation on complex topics

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, ensuring 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 workflows 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-fitting 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 (ie 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 infrastructure (routing & switching, DHCP, subnetting)asset tracking

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