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Technology Experience Domain Specialist
ROLE
The Technology Experience Domain Specialist (TEDS) acts as a subject matter expert over a number of domains within NTS Corporate Support. This role sits at the intersection of GenAI adoption, identity management, enterprise SaaS administration, hands-on IT support, and user experience advocacy — for one of the world's most dynamic tech organizations. You'll be a key part of keeping Netflix's enterprise workforce connected, secure, and productive, while also serving as an escalation resource, knowledge owner, and collaborative partner to a number of teams across Netflix.
Beyond technical execution, this role is about understanding how employees experience friction with technology and translating those learnings into action. That means curating and maintaining our Help Center content, contributing to the data stories that shape how we invest in support, and reading between the lines of what the numbers — and your instincts — are telling you. If you thrive in fast-moving environments, enjoy owning complex technical problems end-to-end, and want to work alongside a team that holds itself to an exceptionally high bar, this is your kind of role.
RESPONSIBILITIES
Domain Expertise & Escalation Support: Act as the thought partner for Support Specialists on complex or emerging issues requiring deep domain research. Assist in resolving complex support cases that exceed frontline scope, and manage escalations to Engineering for bugs and systemic issues requiring broader action.
Training, Documentation & Knowledge Management: Drive training, documentation, and coaching for Technology Experience Specialists and the broader support experience. Create, maintain and measure domain-specific Help Center content — including self-serve bots and digital support resources — to ensure accuracy, coverage, and effectiveness over time.
User Experience Learnings & Stakeholder Collaboration: Serve as the voice of the user within your domain — synthesizing learnings from Jira, stakeholder syncs, and direct partner feedback into cohesive, actionable narratives. Collaborate with Productivity Specialists to surface insights, prioritize enhancement opportunities, and ensure data completeness and hygiene needed to drive meaningful results.
Data Backlog Curation: Own and curate the N-Tech data backlog for your specified domain, maintaining data hygiene and incorporating input from both ticket patterns and stakeholder interactions to inform prioritization and team education.
Identity & Access Management: Administer and troubleshoot end-to-end identity lifecycle, including account management across Google Workspace, Okta (passwordless), Duo MFA, Pandora, and Active Directory. Experience supporting onboarding, offboarding, rehires, employment type conversions, and name changes at scale.
SKILLS AND EXPERIENCE
5+ years of experience in a corporate IT, systems administration, or technology support role
Comfortable with GenAI productivity tools (Claude, Gemini, ChatGPT, etc.) and an understanding of how to use them thoughtfully within technical workflows
Proven ability to assess and leverage support data to identify trends, determine impactful knowledge investments, and translate raw information into actionable storytelling for partners and stakeholders
Proficiency with identity and access management tools including Okta, Duo MFA, Active Directory, and related protocols (SAML, OAuth, SCIM)
Hands-on experience administering Google Workspace (Google Admin console, GAM) and managing user accounts, groups, and calendar resources at scale
Experience with endpoint management platforms, specifically Jamf Pro and/or Microsoft Intune, across macOS and Windows environments
Working knowledge of networking fundamentals, VPN clients (e.g., Ivanti), and the ability to gather and interpret diagnostic logs to diagnose endpoint connectivity
Familiarity with the creation and maintenance of domain-specific knowledge resources — including Help Center content, self-service bots, and internal documentation
Practical knowledge of Slack administration (workspace/org admin), Zendesk, Jira, and other enterprise SaaS platforms
Maintain proficiency in ticketing systems and incident management workflows
WE VALUE
Strong problem-solving skills and the ability to think holistically about the business impact of technical decisions
A bias toward action — someone who identifies friction in systems and workflows and moves to fix it
Clear, direct communication and the ability to partner effectively across technical and non-technical teams
Sound judgment in ambiguous situations, with a track record of making well-reasoned decisions independently
An analytical eye — someone who notices what the data is saying, trusts their instincts when the data doesn't tell the whole story, and can communicate both with clarity and precision
A passion for knowledge sharing — someone who invests in the growth of the team and takes pride in leaving documentation, tooling, and processes better than they found them
A continuous improvement mindset and genuine curiosity about new tools, platforms, and approaches
The ability to thrive in a fast-paced environment where priorities shift and no two days look the same
