The Technical Research team sits within the CS Technology team under the CS organization. The team is responsible for managing technical issues escalated through our customer support channels and works closely with Netflix Engineering teams to address member-impacting technical issues and troubleshooting steps. 

We’re looking for a talented and experienced manager to oversee the daily operations of the Technical Research function and work closely with the rest of the CS functional teams (e.g., Operations, Workforce Management, CS Technology, Knowledge Management, Investigation & Response, etc.) as well as Netflix Engineering teams to address trending technical issues that are impacting Netflix members and mitigate a potential spike in customer support contact volume. You will be joining us as one of the Technical Research Managers who report to the Director of CS Technology and will be based out of the Mexico City office in hybrid working settings (e.g., working in the office a few days per week).    

In this role, you must have the passion and ability to become a subject matter expert in your responsible area of technical specialties, which are closely tied to Netflix technology and products. Although you’ll be based in Mexico City, this role is not regional but a global role. You must have a great understanding and adherence in representing a global view of the Technical Research function. You are great at leading and managing a team(s) of Technical Research Specialists with