Senior Technical Support Manager, Embedded Devices

Xperi Inc.; Warszawa; Hybrid; PLN 180,000 - 320,000; Full time

Benefits offered by this job

Hybrid work environment

Competitive compensation

Generous paid time off

Employee discounts & wellbeing

Job summary

Xperi in Warsaw seeks a seasoned leader to manage a team of Technical Support Engineers for embedded consumer electronics. You will triage issues, drive incident resolution across engineering, product and operations, and own monitoring strategies to reduce downtime.

You will guide RCA, improve processes, collaborate with product/engineering, and mentor staff in a 24/7, hybrid work setting with fluent English and tools like ServiceNow, Jira and Confluence.

Qualifications

• Proven experience leading Technical Support or Operations teams.
• Strong knowledge of Linux-based systems or embedded platforms.
• Experience with log analysis, telemetry and monitoring tools.
• Fluent written and spoken English.
• Experience working in a 24/7 operations environment.

Responsibilities

• 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 TSDMs 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.

Skills

People management

ITIL processes

Incident management

Data analysis

Communication

Cross-functional collaboration

English fluency

Tools

ServiceNow

Jira

Confluence

Job description

Xperi in Warsaw seeks a seasoned leader to manage a team of Technical Support Engineers for embedded consumer electronics. You will triage issues, drive incident resolution across engineering, product and operations, and own monitoring strategies to reduce downtime.

You will guide RCA, improve processes, collaborate with product/engineering, and mentor staff in a 24/7, hybrid work setting with fluent English and tools like ServiceNow, Jira and Confluence.