Technical Support Manager (L2/L3)

Xperi is a publicly traded technology company (NYSE: XPER) headquartered in San Jose, CA with over 2,000 employees across North America, Europe and Asia. The company invents, develops, and delivers technologies powering billions of consumer electronics, connected cars, and digital content titles through renowned consumer brands like DTS®, HD Radio™, IMAX® Enhanced, and TiVo®. It focuses on creating extraordinary entertainment experiences at home and on the go.

• Proven people management experience, including coaching, mentoring, performance management and team development.
• Experience managing Technical Support, Production Support, Operations Engineering or Engineering Support teams.
• Strong hands-on technical background supporting Linux-based systems, embedded platforms or connected consumer electronics products.
• Experience with log analysis, telemetry and monitoring tools.
• Strong knowledge and practical application of ITIL Incident, Problem and Change Management processes.
• Demonstrated experience leading technically complex incident investigations, Root Cause Analysis (RCA) activities and cross-functional resolution efforts.
• Experience working within a 24/7 operational environment.
• Strong analytical skills with the ability to interpret operational data, identify trends and drive continuous improvement.
• Ability to influence and collaborate effectively with Engineering, Product Management, Customer Success and senior leadership stakeholders.
• Excellent communication skills with the ability to explain complex technical issues to both technical and non-technical audiences.
• Fluent written and spoken English.
• Proficiency with ServiceNow, Jira and Confluence.

Nice to have:

• Experience supporting TV, OTT, Pay TV, streaming or other connected consumer electronics platforms.
• Experience owning monitoring platforms, operational health dashboards and alerting processes used to proactively identify customer-impacting issues.
• Understanding of software development lifecycles and release management processes.
• Previous background in Software Engineering, Systems Engineering or Technical Support Engineering.

• Lead, mentor and develop a team of Technical Support Engineers responsible for supporting embedded consumer electronics products and services.
• Manage day-to-day support operations, ensuring customer-impacting issues are triaged, prioritised and resolved within agreed service levels.
• Act as the technical escalation point for complex issues, driving resolution across Engineering, Product, QA and Operations teams in a globally distributed environment.
• Own client monitoring strategy, development and operations, enabling proactive identification, tracking and escalation of service-impacting issues across deployed customer populations.
• Provide technical leadership for Incident and Problem Management activities by coordinating incident response, supporting Root Cause Analysis (RCA), driving resolution of complex issues and reinforcing continuous service improvement initiatives.
• Analyse support trends, incident data and operational metrics to identify recurring issues, improve operational effectiveness and drive adoption of AI-assisted tools that reduce issue detection, triage and resolution times.
• Establish and continuously improve support processes, operational standards and best practices while partnering with Technical Support Delivery Managers and leading the team through strong technical leadership, coaching and mentoring.
• Collaborate with Product and Engineering teams to improve product supportability, monitoring capabilities and operational excellence.
• Be available to provide occasional support during critical customer escalations.