Netflix is one of the world's leading entertainment services, with over 300 million paid memberships in over 190 countries enjoying TV series, films and games across a wide variety of genres and languages. Members can play, pause and resume watching as much as they want, anytime, anywhere, and can change their plans at any time.
**The Technical Research team sits within Customer Experience Operations (CXO) 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 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.**
**This position requires on-call responsibilities to support critical incident management outside of standard business hours; flexibility is expected.**
**Core Responsibilities**:
- **Serve as CS primary contact for managing and coordinating major incidents and outages impacting Netflix Product, Services and CS Tools.**
- **Collaborate with relevant engineering teams to ensure swift incident resolution or mitigation and minimize disruptions on members and CS agents.**
- **Deliver timely and accurate incident updates to stakeholders.**
- **Perform incident triaging, proper categorization, and prioritization.**
- **Initiate an immediate incident response protocol to coordinate with the relevant Engineering teams for resolution.**
- **Consolidate and communicate critical insights on business impact, member experiences, and relevant CS insights to technical teams.**
- **Conduct post-incident reviews, incident trend analysis, and reporting activities to identify opportunities for improvement to the incident response protocol.**




- **Build a broad understanding of Netflix product and service inter-dependencies.**
- **Optimize efficiency and minimize customer impact by identifying emerging trends through various datasets and visualizations.**
- **Drive process, tool, service delivery, and solution improvements that enable effective troubleshooting and remediation (including diagnostics)**
- **Serve as the touchpoint for complex technical and product-based questions, escalated issues, and major incidents from our BPO partner.**
- **Contribute to improving escalation and incident management processes, protocols, dashboards, and run-books.**
**Qualifications**:
- **5+ years of prior experience in IT service management, technical support or similar roles, demonstrating proficiency in customer service, major incident management, and technical issues investigation.**
- **Solid experience with incident management and problem management frameworks and tools.**
- **ITIL (Information Technology Infrastructure Library) Foundation certification is preferred.**
- **Proven track record of managing critical incidents in a fast-paced environment.**
- **Strong analytical skills for evaluating complex situations and generating key insights.**
- **Strong ability to lead and direct teams during critical incidents while remaining calm and focused in high-pressure situations.**
- **Experience in performing service management roles, particularly as a major incident commander in large, complex organizations with a integral footprint.**
- **Knowledge of best practices, procedures, and tooling in event and incident management and IT service principles and framework (e.g., ITIL).**
- **Proficiency with tools such as Google G Suite, JIRA, Confluence, Kibana, Pagerduty/Opsgenie, Tableau, Zendesk, SQL, or othe

📌 Technical Research Specialist (Ciudad de México)
🏢 Netflix..
📍 Ciudad de México