Team Manager - Technical Support

Xperi is a publicly traded technology company headquartered in San Jose, CA with over 2,000 employees across North America, Europe, and Asia. It develops and delivers technologies powering consumer electronics, connected cars, and digital content titles, with renowned consumer brands such as DTS®, HD Radio™, IMAX® Enhanced, and TiVo®. The company focuses on shaping the future of entertainment technology.

• 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.
• Experience with log analysis, telemetry, and monitoring tools.
• Strong knowledge and practical application of ITIL Incident, Problem, and Change Management processes.
• Experience leading technically complex incident investigations and Root Cause Analysis (RCA).
• Experience working within a 24/7 operational environment.
• Strong analytical skills to interpret operational data, identify trends, and drive continuous improvement.
• Ability to influence and collaborate with Engineering, Product Management, Customer Success, and senior leadership.
• Excellent communication skills to explain complex technical issues to 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.
• Understanding of software development lifecycles and release management processes.
• Background in Software Engineering, Systems Engineering, or Technical Support Engineering.

• Lead, mentor and develop a team of Technical Support Engineers supporting embedded consumer electronics products and services.
• Manage daily support operations to ensure timely triage, prioritization, and resolution of customer-impacting issues.
• Act as the technical escalation point for complex issues, coordinating resolution across Engineering, Product, QA, and Operations in a global environment.
• Own client monitoring strategy, development, and operations for proactive issue identification and escalation.
• Provide technical leadership for Incident and Problem Management, coordinating incident response and supporting Root Cause Analysis (RCA).
• Analyze support trends, incident data, and operational metrics to identify recurring issues and drive operational improvements.
• Establish and improve support processes, operational standards, and best practices, leading the team through coaching and mentoring.
• Collaborate with Product and Engineering teams to improve product supportability, monitoring, and operational excellence.
• Provide occasional support during critical customer escalations.

Only candidates fluent in English required; role involves 24/7 operational environment and availability for critical escalations.