Technology Experience Specialist

Netflix; Ciudad de México; Presencial; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A leading global entertainment service in Mexico City is seeking a Support Specialist to provide technology support to users. This role involves troubleshooting technical issues, documenting user interactions, and improving overall user experience. Ideal candidates will have critical thinking skills, strong communication abilities, and experience in data analysis. The position aims to enhance Netflix's commitment to inclusive support for all staff while fostering a collaborative team environment.

Formación

• Experience in troubleshooting and diagnosing technical issues.
• Ability to translate documentation into knowledge-base articles.
• Skills in uncovering changes in user behavior.

Responsabilidades

• Serve as the primary contact for technical assistance.
• Prioritize managing technical issues and elevate them as needed.
• Engage with the global team to improve user experience.

Conocimientos

Critical thinking skills

Robust documentation mindset

Data analyst skills

Strong communication skills

Ability to explain complex data insights

Collaborative skills

Fluency in English

Descripción del empleo

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.

N-Tech: Technology Experience Specialists (TES) use their technical knowledge and experience to provide technology support to users, converting information and learning from interactions to prioritize actionable understandings of the holistic user experience. As a Support Specialist, you play a critical role in supporting Netflix staff and their engagement with technology by examining user friction and gathering relevant information. This begins the process of working with partner teams to improve the overall technology experience and permanently resolve recurring issues.

RESPONSIBILITIES

• Serve as the primary point of contact for users seeking technical assistance
• Responsible for learning how users experience technology through investigation, documentation, and categorization of interactions with a focus on trends and contact reasoning
• Prioritize managing technical issues, triage/research bugs, be a part of incident/outage management workflows, elevate issues to appropriate partner groups, and develop/maintain robust documentation to create a positive knowledge base experience
• Recognize and connect patterns in how users experience technology across 1st and 3rd party technologies by composing bug reports when needed
• Recommend and/or implement experience improvements, make feature requests, bring to attention opportunities to create self‑service solutions and productivity enhancements
• Identify and link Zendesk tickets that show a pattern of behavior/user friction, curate the stories of the patterns, and maintain the health of the User Experience Jira space
• Ensure that users interact with us at the highest quality technical support partnership while engaging in our organization’s strategy to learn from user experience
• Actively participate and contribute to efforts designed to improve how users experience both technology and support at or working with Netflix
• Engage and work with our global team as part of an overall user journey experience team, gathering important information, data, and context to bridge the user experience and partner teams, using compassionate and thoughtful feedback/ideas
• Work to ensure Netflix’s commitment to fostering an inclusive environment is demonstrated in every facet of our efforts
• Create an inspiring, empowering, collaborative, and supportive team environment, leading by example and flexing to roll up your sleeves and support the team as needed
• Flexibility in working hours to help meet the needs of the business

SKILLS & EXPERIENCE

• Critical thinking skills to troubleshoot, research, and diagnose complicated technical issues by utilizing available systems and tools
• Robust documentation mindset, translating the information into knowledge‑base articles and/or user stories
• Data analyst skills, to uncover patterns, changes, and shifts in user/technology behavior or patterns that could indicate a direction of change or development
• Able to proactively seek out opportunities to improve our user experiences and deliver cohesive ideas around innovative support strategies and application design considerations
• Strong communication skills with demonstrated ability to engage with users through various ingestion points and communication platforms, including the ability for direct (virtual) interaction with stakeholders as part of your investigation around a particular technology friction and the user experience
• Ability to explain complex data insights to non‑technical stakeholders
• Consistently developing your skill set while seeking out opportunities to learn
• Collaborative through listening, seeking to understand, and supporting
• Fluency in English

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 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.