Tier 3 Technical Escalation Specialist

Netflix, Los Gatos, California

Leading subscription service for watching TV episodes and movies

Netflix has a history of innovating and pushing the envelope across uncharted landscapes from delivery, to recommendations, to streaming. We’re looking for passionate individuals to disrupt, innovate, and grow our Tier 3 Escalation Specialist team in Global Customer Service.
In this exciting role, you’ll develop deep knowledge of the Netflix product and use your technical expertise and strong investigation instincts to partner with product teams and resolve platform issues, while providing support to our global customer base. You will support external partners and strengthen the critical link between our global Customer Service operations and the rest of our business.
An ideal candidate must also have solid project management abilities, broad technical understanding of streaming technologies, communication skills up to and including C-Level leadership and be a natural critical thinker, problem solver and leader in crisis events.


  • Collaborate with Engineering, Product, CS workforce, and other cross-functional teams on user-impacting issues and bugs
  • Own and manage projects from end to end
  • Crisis manage during outages or high impact events
  • Provide product and tool support for a variety of different internal verticals
  • Advocate on behalf of Netflix customers for product teams on the subjects of feature implementation and platform reliability

Qualifications (Required)

  • 3+ years of experience working in tech, consulting, or an operational capacity
  • Proficiency in analyzing/manipulating spreadsheet data, generating reports, and in database queries using SQL/Presto plus
  • Ability to work independently with a proven record of taking initiative in ambiguous and dynamic environments
  • Excellent communication skills (both written and verbal) with strong presentation and facilitation skills that can adapt to different audiences
  • Strong organizational, analytical and multitasking skills with high attention to detail
  • Ability to manage multiple deadlines and change priorities in a fast paced environment
  • Ability to adapt to the needs of a global, 24/7, business
  • Strong understanding of streaming technology (device and/or service) and how to troubleshoot them

Qualifications (Winning Qualities)

  • Understanding of web development and Cloud Computing platforms (particularly AWS)
  • Deep network analysis understanding
  • Experience with crisis management (you make good decisions under pressure)
  • Basic web authoring language experience a plus (HTML, CSS, JS)

About Netflix

Netflix is the world’s leading Internet television network with over 100 million members in over 190 countries enjoying more than 125 million hours of TV shows and movies per day, including original series, documentaries and feature films. Members can watch as much as they want, anytime, anywhere, on nearly any Internet-connected screen. Members can play, pause and resume watching, all without commercials or commitments.

Want to learn more about Netflix? Visit https://www.netflix.com/