We seek an individual passionate about driving improvements and resolutions, someone who thrives on solving puzzles with good attention to detail and is customer-obsessed. Your ability to exercise sound judgment, independent of set policies, is crucial. As a Technical Research Specialist, you’ll leverage your strong Netflix product knowledge, curiosity, and excellent judgment to identify and help bring improvements in the Netflix product and Customer Support platform. This involves investigating escalated complex issues and managing critical incidents. Your role extends to influencing and advocating for technical issues affecting Netflix Members, Partners, and the Customer Service network. Collaborating with the Product, Engineering, and Partnerships organizations, you’ll ensure prompt issue resolution and contribute to feature improvements.  

In addition to technical proficiency, success in this role hinges on critical thinking, analytical skills, and strong interpersonal abilities with stakeholders, cross-functional teams, and global peers. The ability to derive valuable insights from the Customer Service data and member experience is central to this role. Thriving in an innovative culture that values autonomy, embraces evolution, and prioritizes effective communication is essential. The Netflix culture is ingrained in our work environment, influencing hiring, collaboration, and decision-making. Adapting to and embracing this culture is pivotal for the success in this role.