At Netflix, the Technical Support Specialist for Customer Service Tools plays a pivotal role in ensuring seamless operations for our global customer service teams. This position is crucial for maintaining the reliability and performance of specialized tools that empower agents to deliver exceptional support to millions of subscribers worldwide. By resolving technical issues swiftly and innovating support systems, you directly contribute to enhancing member experiences and upholding Netflix's reputation for outstanding service in the competitive streaming industry. Your day-to-day responsibilities will revolve around providing tier-2 technical support for customer service platforms, including troubleshooting complex issues in real-time ticketing systems, chat interfaces, and knowledge base tools. You will analyze system logs, replicate user-reported bugs, and collaborate with engineering teams to deploy fixes, aiming for a 95% first-contact resolution rate. Weekly, expect to conduct performance audits on support tools, generate reports on uptime metrics, and train agents on new features during team huddles. Monthly tasks include leading root-cause analyses for recurring incidents, contributing to tool optimization projects that reduce average handle time by 20%, and partnering with product managers to prioritize enhancements based on agent feedback. Additionally, you will monitor system health using tools like Splunk or Datadog, escalate critical outages to senior engineers, and document solutions in the internal wiki to foster knowledge sharing across global support teams. To succeed in this role, candidates must possess a bachelor's degree in Computer Science, Information Technology, or a related field, along with at least 3-5 years of experience in technical support within a high-volume customer service environment. Proficiency is required in tools such as Zendesk, Jira Service Management, and AWS services, with hands-on experience in scripting for automation using Python or JavaScript. Strong knowledge of streaming technologies, API integrations, and database querying with SQL is essential. Certifications like CompTIA A+, ITIL Foundation, or AWS Certified Cloud Practitioner are highly valued, and prior exposure to SaaS platforms in media or entertainment sectors will set you apart. Beyond technical expertise, this role demands excellent problem-solving abilities, with a customer-centric mindset to translate agent pain points into actionable improvements. Strong communication skills are vital for articulating technical concepts to non-technical stakeholders, while adaptability thrives in our fast-paced environment. You should excel in collaborative settings, demonstrating analytical thinking to interpret metrics and drive data-informed decisions, alongside a proactive approach to continuous learning in evolving tech landscapes. Netflix is a leading entertainment service with over 270 million paid memberships in 190 countries, built on a culture of freedom and responsibility. Our mission is to entertain the world with innovative storytelling, powered by a diverse team that values creativity, inclusion, and bold ideas. The Customer Service Tools team operates in a collaborative, dynamic setting in Los Gatos, blending office-based innovation with flexible remote options to support work-life balance. We offer competitive compensation, though salary details are not specified at this time, commensurate with experience. Comprehensive benefits include premium health, dental, and vision insurance, 401(k) matching, generous paid time off starting at 15 days annually plus holidays, and flexible work arrangements. Employees enjoy unique perks like unlimited vacation policy, stock options, wellness stipends, parental leave, and access to Netflix content libraries, fostering a supportive environment for long-term success. Join Netflix and advance your career through mentorship programs, internal mobility to roles in engineering or product, and tuition reimbursement for certifications. Professional growth is encouraged via hands-on projects and global conferences. To apply, submit your resume and cover letter via our careers portal today.