Introduction to workwarp and Netflix
workwarp is seeking a highly skilled and passionate Technology Systems and Operations Specialist to join its team, working closely with Netflix, the world's leading streaming entertainment service. With over 265 million paid memberships in over 190 countries, Netflix is a pioneer in the entertainment industry, offering a wide variety of TV series, documentaries, and feature films across different genres and languages. As a Technology Systems and Operations Specialist, you will play a critical role in managing and maintaining technology services on-site at Netflix Animation Studios, ensuring seamless operations and exceptional user experience.
Job Overview
In this role, you will serve as a primary point of contact for users seeking technical assistance, providing day-to-day support and building in-depth knowledge of Netflix technologies and integrations across the ecosystem. You will partner with the remote Netflix Support team and act as an escalation point for various applications, services, and technologies, ensuring efficient and effective support. Your expertise will be crucial in identifying and connecting patterns in user experience, composing bug reports, and recommending experience improvements.
Key Responsibilities
- Provide day-to-day support to on-site users, serving as a primary point of contact for technical assistance and ensuring high-quality technical support
- Investigate, document, and categorize user interactions with a focus on trends and contact reasoning, leveraging metrics and reporting to identify trends within the environment
- Prioritize managing technical issues, triage/research bugs, and participate in incident/outage management workflows, escalating issues to appropriate partner groups as needed
- Develop and maintain robust documentation to create a positive knowledge base experience, ensuring that user interactions are at the highest quality technical support level
- Recognize and connect patterns in user experience across 1st and 3rd party technologies, composing bug reports and recommending experience improvements
- Engage and work with the global team as part of an overall user journey experience team, gathering important information, data, and context to bridge the user experience with partner teams
- Contribute to an inspiring, empowering, collaborative, and supportive team environment, leading by example and flexing to roll up your sleeves and support the team as needed
- Actively participate and contribute to efforts designed to improve how users experience both technology and support at Netflix, ensuring the quality of support through review, feedback, and coaching
Essential Qualifications
To be successful in this role, you will need:
- 4 years of experience providing support in a fast-paced studio environment, working alongside talent, technical teams, vendors, contractors, etc.
- Subject matter expertise of on-site studio needs for Animation, Visual Effects, Games, or post-production workflows
- Experience prioritizing and supporting Internal and Creative Executives
- Knowledge of troubleshooting studio infrastructure (storage, network, etc.) and MacOS, Windows, remote workstations, and AV systems
- Demonstrated cross-functional working relationships and advanced communication skills
- Experience using data to tell a story and influence direction
- Experience creating, editing, and maintaining knowledge base and/or training documentation
- Experience with JIRA, Confluence, Zendesk, or similar products
Preferred Qualifications
While not required, the following qualifications are preferred:
- Experience working in a similar role in the entertainment or technology industry
- Knowledge of cloud-based technologies and services
- Experience with IT service management frameworks and methodologies
- Certifications in ITIL, CompTIA, or other relevant areas
Skills and Competencies
To excel in this role, you will need to possess:
- Strong technical skills and knowledge of studio infrastructure and technologies
- Excellent communication and interpersonal skills, with the ability to work effectively with diverse stakeholders
- Strong problem-solving and analytical skills, with the ability to troubleshoot complex technical issues
- Ability to work in a fast-paced environment, prioritizing multiple tasks and deadlines
- Strong attention to detail and ability to maintain accurate documentation and records
- Ability to work collaboratively as part of a global team, contributing to efforts to improve user experience and support
Career Growth Opportunities and Learning Benefits
At workwarp and Netflix, we are committed to providing our employees with opportunities for growth and development. As a Technology Systems and Operations Specialist, you will have access to:
- Training and development programs to enhance your technical skills and knowledge
- Opportunities to work on complex and challenging projects, developing your problem-solving and analytical skills
- Collaboration with experienced professionals in the industry, providing mentorship and guidance
- Access to the latest technologies and tools, staying up-to-date with industry trends and developments
Work Environment and Company Culture
At workwarp and Netflix, we pride ourselves on our unique and dynamic company culture. As a Technology Systems and Operations Specialist, you will be part of a team that values:
- Innovation and creativity, encouraging experimentation and calculated risk-taking
- Collaboration and teamwork, fostering open communication and mutual respect
- Continuous learning and growth, providing opportunities for development and advancement
- Diversity and inclusion, recognizing the value of diverse perspectives and experiences
Compensation, Perks, and Benefits
We offer a competitive salary range of $100,000 - $170,000, depending on experience and qualifications. Our compensation structure consists solely of an annual salary, with the option to choose how much of your compensation you want in salary versus stock options. We also provide comprehensive benefits, including:
- Health Plans and Mental Health support
- 401(k) Retirement Plan with employer match
- Stock Option Program
- Disability Programs
- Health Savings and Flexible Spending Accounts
- Family-forming benefits
- Life and Serious Injury Benefits
- Paid leave of absence programs
- Flexible time off for full-time salaried employees
Conclusion
If you are a motivated and passionate individual with a strong technical background and excellent communication skills, we encourage you to apply for this exciting opportunity. As a Technology Systems and Operations Specialist, you will play a critical role in driving operational excellence and providing exceptional technical support to our users. Join our team and be part of a dynamic and innovative company that values diversity, inclusion, and continuous learning. Apply now and take the first step towards an exciting and rewarding career!
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