Technology Experience Domain Specialist - Studio Production

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.

| ROLE

The Ntech: Technology Experience Domain Specialist (TEDS), serves as a Tier 2 subject matter expert over specific domains (fields of expertise within a certain set of supported workflows, products, or services) in addition to the responsibilities of our Tier 1 support team. A TEDS understands their domain’s user experience learnings and represents these learnings when collaborating with partners on the Ntech Productivity Specialist team, curating actionable stories around how users experience friction with our technology. This role is responsible for maintaining and measuring the success of our digital support interaction content (i.e. Internal Help Center, self-serve bots, etc) to drive the greatest impact on user experience for Netflix employees and partners in the Studio space. 

| RESPONSIBILITIES 

• Act as an internal handoff path for Support Specialists to deepen learning and resolution for new bugs/issues warranting extensive research in a specific domain

• Training/Documentation/coaching for existing TES (Tier 1 Support) and new hires

• Resolve escalated support that cannot be solved by Tier 1 Support Specialists with solutions requiring team education and/or documentation, as well as performing escalations to Engineering (bugs/issues). 

• Responsible for cohesive organization and articulation of the user experience learnings within your domain to your peers, Productivity Specialists, and partners

• Curate the Ntech Jira backlog for the specified domain

• Incorporate feedback from both Jira as well as close interaction with stakeholders through periodic meetings and syncs

• Collaborate with Productivity Specialists around data, context, and insights of user friction, prioritize enhancement opportunities, and ensure data completeness/hygiene necessary to inspire action and results

• Collaborate on Ntech projects and initiatives by applying domain knowledge and data insights

• Maintaining domain specific knowledge within the Help Center, by creating, managing and measuring the contents and its effectiveness 

• During low staffing or peak time, Domain Specialists will lean into supporting the general support ticket queue depending on the business need. 

| Pod Specific RESPONSIBILITIES

• Serve as a subject matter expert and point of contact on escalation of critical production planning blockers including affecting products such as Slate Manager, Production Center, Starship, Netflix Studio Account, Production Academy, Production Manual, and Script Breakdown

• Partner closely with Workforce Productivity Specialists (WPS) to analyze support trends, identify recurring issues, and advocate for product improvements

• Analyze quarterly support findings to identify patterns and recommend improvements to production planning applications

• Participate in product feature testing, bug bashes, and supportability reviews for new production planning tools and features

• Cultivate training resources for newly joining TES in the Production Planning Pod

  • Facilitate upskill sessions for said group

• Contribute to knowledge base articles on workarounds and production workflows and terminology to effectively troubleshoot issues within production planning tools

• Master the interconnections between various production systems and how they impact the overall production lifecycle

• Collaborate with global production teams to resolve technical issues that may affect production schedules and deliverables

• Maintain awareness and communication of upcoming application releases and migrations (such as Netflixpartner.com migrations) that may impact production planning workflows

• Participate in, and contribute to regular Production Planning Pod meetings and stakeholder meetings with partners in Warsaw and the US, to stay informed about emerging issues, product updates, and technical changes

• Refine understanding of production data structures (e.g., PTPs, distribution groups, talent profiles) to effectively troubleshoot user access and data visibility issues

• Stay informed about the production technology ecosystem, including upcoming integrations (e.g., Content Atlas, Prequel) and migrations

• Maintain relationships with key stakeholders in Production Solutions, CBPS, Studio Production Engineering, and other partner teams

• Support TES across different support phases with varying levels of proficiency

| SKILLS AND EXPERIENCE 

• Ability to demonstrate the capabilities, knowledge and execution as a Technology Experience Specialist (TES) if needed for business critical support. 

• Familiarity with the creation and knowledge share of domain specific information through documentation and education

• Proven ability to assess and leverage data to determine the most impactful knowledge and self service resourcing to improve user experience

• Ability to analyze support (meta)data to identify trends to drive insight and overall product and operational improvements by translating raw information into actionable storytelling to dissent and advocate to Ntech Productivity Specialists

• Demonstrates organization and adaptability as technology and strategy evolve

Our compensation structure consists solely of an annual salary; we do not have bonuses. You choose each year how much of your compensation you want in salary versus stock options. To determine your personal top of market compensation, we rely on market indicators and consider your specific job family, background, skills, and experience to determine your compensation in the market range. The range for this role is $100K - $200K.

Inclusion is a Netflix value and we strive to host a meaningful interview experience for all candidates. If you want an accommodation/adjustment for a disability or any other reason during the hiring process, please send a request to your recruiting partner.

We are an equal-opportunity employer and celebrate diversity, recognizing that diversitybuilds 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.

Job is open for no less than 7 days and will be removed when the position is filled.