Team Manager - Technical Support
Description
Xperi invents, develops and delivers technologies that create extraordinary experiences at home and on the go for millions of people around the world. Powering billions of consumer electronics, connected cars and digital content titles, we make entertainment more immersive, driving more intelligent and every interaction seamlessly personalized through our renowned consumer brands: DTS®, HD Radio™ and TiVo®.
Xperi (NYSE: XPER) is a publicly traded technology company headquartered in San Jose, CA with employees across North America, Europe and Asia. Come join a thriving team where you can play an integral role in shaping the future of entertainment technology.
About the team
The TiVo OS Technical Support team is responsible for ensuring the reliability and performance of TiVo’s Smart TV and streaming platform. Working closely with Engineering, Product and Operations teams, the group provides expert technical support, manages critical incidents, drives root cause analysis and continuously improves monitoring and operational processes.As Technical Support Manager, you will lead a team of Technical Support Engineers, helping to deliver exceptional service, resolve complex technical challenges and drive operational excellence across the TiVo OS ecosystem.
- Own monitoring and support operations, using system data and AI-powered tools to identify issues early and improve service performance.
- Lead, mentor and develop a team of Technical Support Engineers supporting TiVo OS Smart TV and streaming devices.
- Manage day-to-day support operations, ensuring timely resolution of issues and a high-quality customer experience.
- Act as the technical escalation point for complex incidents, partnering with Engineering, Product, QA and Operations teams.
- Drive incident, problem management and root cause analysis activities to improve platform stability and reliability.
- Champion continuous improvement by enhancing support processes, best practices and product supportability across the TiVo OS ecosystem.
- Provide support during critical customer escalations as required.
- Proven experience leading a Technical Support, Service Operations or Operations Engineering team.
- Strong people leadership skills, including coaching, mentoring and team development and performance management
- Hands-on experience supporting Linux-based systems and troubleshooting complex technical issues.
- Experience leading incident management, root cause analysis and cross-functional issue resolution.
- Familiarity with ITIL-based Incident, Problem and Change Management practices.
- Experience with monitoring tools, log analysis and operational reporting.
- Strong analytical and problem-solving skills with a continuous improvement mindset.
- Excellent communication and collaboration skills, with the ability to work effectively across Engineering, Product, Operations and Customer Success teams.
- Excellent written and verbal communication skills in English
- Working knowledge of ServiceNow, Jira and Confluence.
- Experience supporting TV, OTT, Pay TV, streaming or other connected consumer electronics platforms.
- Previous background in Software Engineering, Systems Engineering or Technical Support Engineering.
Life @ Xperi:
At Xperi, we value People, Customers, Performance and Innovation. We are dedicated to creating a workplace where all employees have a voice and sense of belonging, feel safe and valued, and are acknowledged for how their unique differences contribute to organizational culture and business outcomes.
Our employees and their families are important to us, and our comprehensive pay, stock and benefits programs reflect that. Xperi supports personal well-being, builds financial security and enables employees to share in our collective success.
Rewards include:
- Competitive compensation (salary, equity and bonuses) and comprehensive benefits designed to foster work-life balance, care for your health, protect your finances and help you save and invest for the future.
- Generous paid time away from work, including flexible time off, holidays and sick time, health and wellness initiatives, and a charitable match program to help you give back to your community.
- Great perks, which vary by location and can be site-specific: employee discounts, transportation reimbursements, subsidized cafes and fitness facilities.
- A flexible, hybrid work environment combining the best of in-office collaboration and community-building along with the benefits of working from home.
We would like to inform you that the Whistleblower and Abuse Reporting and Handling Policy, referred to in Article 24 (1) of the Law on the Protection of Whistleblowers of 14.06.2024 (Journal of Laws of 2024, item 928), in effect at TiVo POLAND sp. z o.o., based in Warsaw, is available here.