Netflix · 1 day ago
Technical Support Specialist, Customer Service Tools
Los Gatos, CA
Full-time
Onsite
Mid, Senior Level
$50K/yr - $190K/yr
5+ years expNetflix is one of the world's leading entertainment services, with over 300 million paid memberships in over 190 countries. They are seeking a Technical Support Specialist for Customer Service Tools to manage technical issues affecting CS tools and technologies, ensuring smooth operations and enhancing tool functionality and user experience.
Digital EntertainmentMedia and EntertainmentTVVideo Streaming
Responsibilities
Manage the escalation lifecycle for all technical issues affecting users of Customer Service Tools and services. This includes issue discovery and validation, research, documentation, prioritization, and communication. Additionally, it involves advocating for fixes to engineering partners, third-party vendors, and the CS Product team, and validating the implemented fixes to ensure they effectively resolve the issues
Support CS Tools user access inquiries and group access policy management
Provide CS Operations teams with research support on BPO IT issues impacting agents and tooling
Support cross-functional stakeholders with CS Tools testing initiatives spanning new or updated product rollouts, CS Site onboarding, etc
Operate as a CS Tools subject matter expert for the CS organization
Manage support channel inquiries and ensure SLAs are met
Create and maintain runbooks and resource material pertaining to CS Tools support and user admin workflows
Flexibility in working hours to help meet the needs of the business
Participate in an oncall support rotation
Embody the unique Netflix culture
Qualification
Required
5+ years of relevant experience related to IT support, application support, technical troubleshooting, and issues research
A demonstrated proficiency working with Google Workspace, JIRA, Confluence, Kibana, Tableau, Zendesk, and other industry tooling
Experience supporting Customer Service target SaaS applications (CRM, CMS, CCaaS, etc)
Effective communicator with stakeholders across all technical levels
Self-starter and fast learner who can work independently while using impeccable judgment
Exhibits a strong sense of curiosity and the initiative to explore unknowns and thrive in ambiguous situations
Benefits
Health Plans
Mental Health support
A 401(k) Retirement Plan with employer match
Stock Option Program
Disability Programs
Health Savings and Flexible Spending Accounts
Family-forming benefits
Life and Serious Injury Benefits
Paid leave of absence programs
Full-time hourly employees accrue 35 days annually for paid time off to be used for vacation, holidays, and sick paid time off
Full-time salaried employees are immediately entitled to flexible time off
Company
Netflix
Netflix is an online streaming platform that enables users to watch TV shows and movies.
10001+ employees
H1B Sponsorship
Netflix has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (310)
2024 (309)
2023 (191)
2022 (261)
2021 (268)
2020 (225)
Funding
Current Stage
Public CompanyTotal Funding
$63.91BKey Investors
Wells FargoTCVGroupe Arnault
2025-12-05Post Ipo Debt· $59B
2024-08-01Post Ipo Debt· $1.8B
2018-05-05Post Ipo Debt· $2.67M
Leadership Team
Gregory Peters
Co-CEO
Ted Sarandos
Co-CEO
Recent News
2026-01-11
Business Standard India
2026-01-11
2026-01-11
Company data provided by crunchbase