JRTechnology Experience Specialist; FTC

Role Overview

The Technology Experience Specialist (TES) acts as a subject‑matter expert across multiple domains within Netflix’s Corporate Support organization. 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 many teams across the company.

• Domain Expertise & Escalation Support: Act as a thought partner for 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 that need wider 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 by 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, off‑boarding, rehires, employment‑type conversions and name changes at scale.

• 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

• Strong problem‑solving skills and the ability to think holistically about the business impact of technical decisions
• A bias toward action—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 eye—to notice what the data is saying, trust instincts when the data doesn’t tell the whole story and communicate with clarity and precision
• A passion for knowledge sharing—to invest in the growth of the team and take pride in 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

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.

If you want an accommodation or adjustment for a disability or any other reason during the hiring process, please send a request to your recruiting partner.