Tech Experience Architect

Netflix

Amsterdam

On-site

EUR 90,000 - 120,000

Full time

14 days+

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Job summary

Netflix is hiring a Technology Experience Specialist (TES) to be the subject matter expert across multiple IT domains within NTS Corporate Support. You will own escalations, drive Help Center content, and translate user friction data into action while maintaining high standards for security, access management, and productivity tools across Google Workspace, Okta, and enterprise SaaS platforms.

You'll collaborate with cross-functional teams to improve system usability, contribute to data stories,

Qualifications

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 JamfPro 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.

Responsibilities

Domain Expertise & Escalation Support: Act as the thought partner for peer 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 requiring broader 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, 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.