Global Tech Experience Specialist - User-Centric Support

Netflix; Manila; On-site; PHP 600,000 - 900,000; Full time

Job summary

Netflix is seeking a Technology Support Specialist (Studio tools) in Manila to support Netflix staff and external partners with technical issues. The role focuses on investigating user friction, documenting insights, and improving the overall tech experience through robust knowledge bases and cross-team collaboration.

You will triage incidents, engage in bug research, and contribute to self-service solutions while maintaining a high standard of customer support across Studio applications.

Qualifications

• Strong ability to troubleshoot and document complex technical issues clearly.
• Willingness to adapt to a range of Studio applications and workflows.
• Excellent written and verbal communication with stakeholders.
• Experience with Studio tool ecosystems and workflows is a plus.
• Curiosity about emerging technologies and automation, including GenAI, is desirable.

Responsibilities

• Serve as the primary point of contact for users seeking technical assistance.
• Investigate, document, and categorize user interactions to identify trends and friction.
• Triage, research bugs, and participate in incident/outage management workflows.
• Create and maintain knowledge-base articles and user stories.
• Suggest experience improvements and self-service solutions to increase efficiency.
• Link and analyze Zendesk tickets to identify patterns in user friction.
• Collaborate with global teams to improve Studio support and user journeys.
• Promote inclusive and positive support experiences across Netflix staff and partners.
• Participate in regular team meetings to stay updated on product changes.

Skills

Critical thinking

Documentation

Flexible hours

Studio tools experience

Strong communication

Continuous learning

Collaborative

English fluency

GenAI curiosity

Tools

Localization tooling

Production Planning tooling

Marketing/Promo tooling

Job description

Netflix is seeking a Technology Support Specialist (Studio tools) in Manila to support Netflix staff and external partners with technical issues. The role focuses on investigating user friction, documenting insights, and improving the overall tech experience through robust knowledge bases and cross-team collaboration.

You will triage incidents, engage in bug research, and contribute to self-service solutions while maintaining a high standard of customer support across Studio applications.