Job Applications – Technical Research Specialist

Website Netflix

Job Description:

As a Technical Research Specialist, you’ll rely on your strong Netflix product knowledge, curiosity, and great judgment to identify and drive improvements in the Netflix product and Customer Support platform through the investigation of escalations. You will be focused on research and prioritization, rather than solutions. In addition to the technical requirements, great interpersonal skills with our customers, partners, and global peers are critical components of success in this role.

Job Responsibilities:

  • Investigate complex technical issues impacting the Netflix service using a suite of tools, and document your findings and recommendations.
  • Coordinate and assist Customer Service responses to global service issues and outages.
  • Optimize efficiency and minimize customer impact by identifying emerging trends through various datasets and visualizations.
  • Maintain and develop external facing help center articles for known errors or behaviors that will be used by customers to resolve issues.
  • Serve as the touch point for in-depth technical and product-based questions, and escalations from our global Customer Support teams.
  • Provide insightful requests for enhancements to tools and processes that maximize efficiency and value.
  • Partner with our global customer base and varying levels of customer service to gain an understanding of issues.
  • Maintain and develop knowledge base articles for ongoing issues that will be utilized by our Customer Support teams to troubleshoot, resolve and/or escalate.

Job Requirements:

  • Experience partnering, collaborating, and sharing knowledge with global teams.
  • At least four years of experience in a technical research, support analyst, data analyst, research engineer, or support engineer role.
  • Intimate knowledge and experience with Google G Suite, JIRA, Confluence, Kibana, Tableau, Zendesk, SQL, or similar products
  • Experience creating, editing, and maintaining knowledge base and/or training documentation.

Job Details:

Company: Netflix

Vacancy Type: Full Time

Job Location: Piracicaba, São Paulo, Brazil

Application Deadline: N/A

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