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 CS Technology team is part of the CS organization and is responsible for ensuring the right CS tools and technologies are in place and well-functioning to support the operation, growth, and scalability of the Customer Service business now and in the future. Program and CS Tools Support Management (PSM), a key component of the CS Technology team, manages technical issue escalations and champions enhanced reliability for CS tools and technologies. PSM ensures compliance with Netflix's security standards across all CS operations and tooling initiatives. Additionally, it oversees the implementation of Netflix-specific IT at our BPO CS sites and manages user access and system administration for CS-specific workflows for Netflix CS full-time employees (FTEs). In this role, you will manage the intake, triage, communication, and escalation of all technical issues affecting Customer Support (CS) tools and technologies. You will collaborate closely with PSM Program Managers, CS Product Teams, CS Operations (CXO), Technical Research, and Engineering partners to manage the escalation lifecycle. Challenge the status quo by seeking opportunities to enhance reliability, partnering with the reliability and IT BPO program managers to prevent recurring issues rather than just fixing them. Additionally, you are responsible for providing administrative support for CS Tools user access needs. This position is crucial for ensuring that operations within the CS framework run smoothly and efficiently, particularly in maintaining and enhancing tool functionality and user experience.