Technical Support Manager (TiVo)

Xperi is a publicly traded technology company 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, including renowned consumer brands: DTS®, HD Radio™, IMAX® Enhanced, and TiVo®.

• 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), and cross-functional resolution efforts.
• 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 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.
• 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 day-to-day support operations, ensuring customer-impacting issues are triaged, prioritized, and resolved within agreed service levels.
• Act as the technical escalation point for complex issues, driving resolution across Engineering, Product, QA, and Operations teams globally.
• Own client monitoring strategy, development, and operations to enable proactive identification and escalation of service-impacting issues.
• Provide technical leadership for Incident and Problem Management activities, coordinating incident response and supporting Root Cause Analysis (RCA).
• Analyze support trends, incident data, and operational metrics to identify recurring issues, improve effectiveness, and drive adoption of AI-assisted tools.
• Establish and improve support processes, operational standards, and best practices.
• Collaborate with Product and Engineering teams to improve product supportability, monitoring, and operational excellence.
• Be available to provide occasional support during critical customer escalations.