Sr Technical Support Engineer

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 over 2,000 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.       

What you will get to do:       

• Provide effective level 2+ technical support to Xperi’s B2B customers on TiVo OS Smart TV product.
• Monitor production device population and timely respond to monitoring alerts.
• Maintain monitoring and reproduction lab environment.
• Work to replicate, diagnose issues, and drive them to resolution
• Establish a close working relationship with Engineering and Operations, filing clear, actionable bugs, and providing ample details to enable and assist in the efficient diagnosis and resolution.
• Develop and maintain good relationships with internal and external customers by ensuring the highest level of service.
• Provide regular case updates to customers and internal teams.
• Proactively uncover new solutions and propose improvements to processes, tools, and documentation.
• Maintain technical knowledge base by documenting solutions, tools, and processes.
• Develop a deep technical understanding of Xperi products and customers’ operations.
• Continue to learn and become proficient with new technologies, tools, and products.
• Provide support during remote on-call shifts.

Who we are looking for:      

• Working knowledge of Linux and TCP/IP network protocols.
• Strong technical troubleshooting skills and problem-solving, ability to think through situations outside the norm and develop appropriate solutions, isolating the root cause.
• Excellent interpersonal and communication skills. Excellent time management, decision-making, prioritization, and organization skills.
• A ‘customer-first’ mentality with demonstrated customer service aptitude and skills.
• Ability to drive individuals from other organizations to move troubleshooting of urgent issues forward.
• Fluent in written and spoken English.

Nice to have: 

• Knowledge of ITIL
• Experience in embedded device support
• Experience with Monitoring and Observability based on Splunk

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.