Sr Engineer - Tech Support

Xperi is a publicly traded technology company headquartered in San Jose, CA with employees across North America, Europe, and Asia. The company invents, develops, and delivers technologies that create extraordinary experiences at home and on the go for millions of people worldwide, powering consumer electronics, connected cars, and digital content titles through brands such as DTS®, HD Radio™, and TiVo®.

• Working knowledge of Linux and TCP/IP network protocols.
• Strong technical troubleshooting skills and problem-solving ability.
• 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.

• 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.

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.