Technical Research Specialist
Serve as the touchpoint for in-depth technical and product-based questions, and escalations from our global Customer Support teams.
Investigate complex technical issues impacting the Netflix service using a suite of tools, and document your findings and recommendations.
Optimize efficiency and minimize customer impact by identifying emerging trends through various datasets and visualizations.
Coordinate and assist Customer Service responses to global service issues and outages.
Provide insightful requests for enhancements to tools and processes that maximize efficiency and value.
Maintain and develop knowledge base articles for ongoing issues that will be utilized by our Customer Support teams to troubleshoot, resolve and/or escalate.
Maintain and develop external-facing help center articles for known errors or behaviors that will be used by customers to resolve issues.
Partner with our global customer base and varying levels of customer service to gain an understanding of issues.
At least four years of experience in technical research, support analyst, data analyst, research engineer, or technical support engineer role.
Strong written and verbal communication skills; Additional languages are a big plus.
Experience partnering, collaborating, and sharing knowledge with global teams.
Experience creating, editing, and maintaining knowledge base and/or training documentation.
Familiarity with streaming devices, IT or streaming support is an advantage.
Intimate knowledge and experience with Google G Suite, JIRA, Confluence, Kibana, Tableau, Zendesk, SQL, or similar products
Work from home
Flexible schedule (Some hours overlapping with California working hours)
Apply through the link: