Technology Systems and Operations Specialist

Technology Systems and Operations Specialist page is loaded

Apply remote type Onsite locations Sao Paulo time type Full time posted on Posted 23 Days Ago job requisition id JR33911

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 properties by driving innovation, anticipating future needs, and aligning solutions to broader business goals.

Responsibilities

• Own the onsite experience for assigned Netflix Facilities.
• Drive innovative end-user experience by piloting new technology and designing workflows that meet business outcomes and stakeholder needs.
• Develop strategic roadmaps to influence end-user experiences, ensuring alignment with business outcomes.
• Make autonomous decisions on operational challenges, utilizing data to anticipate impacts and address potential issues proactively.
• Partner cross-functionally with stakeholders and leadership (including 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, tools, and services, including developing SOPs and communicating changes to relevant teams.
• Lead and mentor Managed Service Providers (MSPs) or contractors to ensure quality support through review, feedback, and coaching.
• Create and leverage metrics and reports to identify trends and collaborate on scalable solutions.
• Identify opportunities to improve end-user experience, reduce support volume, and simplify processes.
  • Serve as escalation point for N-Tech teams and high-priority issues.
  • Analyze escalations, create root cause analysis reports, and identify system gaps to prevent recurrence.
  • Lead troubleshooting and coordinate escalations with engineering and technical teams, ensuring seamless communication and resolution.
  • Oversee incident resolution, ensuring timely outcomes and capturing lessons learned.
    • Develop QA processes and runbook documentation to enable self-service and support team efficiency.
    • Engage with stakeholders regularly to assess process effectiveness, gather feedback, and refine strategies.
    • Use knowledge of user experience and data to help reduce friction and complexity in workflows.
    • Create data-driven narratives to influence product and engineering teams to improve productivity.
    • Provide advanced escalated support for complex issues beyond the scope of standard support teams.
    • Design scalable service paths to ensure N-Tech scalability.
    • Collaborate on and advocate for memos created by SME and Reliability specialists.

• Business-level fluency in English and Portuguese; Spanish is a plus.
• Strategic thinking with strong cross-functional partnership skills.
• Solid understanding of network infrastructure (routing, switching, DHCP, subnetting, low voltage cabling).
• Expertise in troubleshooting MacOS/Windows, SaaS applications, and AV systems.
• Ability to quickly learn new technologies with minimal guidance.
• Experience with asset tracking, management, and deployment.
• Knowledge of local/regional vendors, standards, and culture.
• Ability to oversee and improve service delivery.
• Thrives on technical challenges and problem-solving.
• Excellent communication skills, both written and verbal.
• Self-motivated, independent, and proactive in ambiguous environments.
• Technical depth with support data analysis skills.
• Leadership in workflow and support initiatives.
• Adaptability to a changing environment.
• Ability to document complex processes clearly.

At Netflix, we value inclusion and strive for a meaningful interview experience for all candidates. If you require accommodations during the hiring process, please contact your recruiting partner. We are an equal-opportunity employer and celebrate diversity, committing to non-discrimination based on race, religion, gender, and other protected characteristics.

Netflix aims to entertain the world with a vast library of TV series, movies, and games accessible worldwide. Our members control their viewing experience with a simple subscription, streaming in over 30 languages across 190 countries. We are passionate about storytelling and innovation in entertainment.