Technical Support Team Lead – OS & Streaming Devices (Hybrid)

Xperi Corp; Warszawa; On-site; PLN 180,000 - 280,000; Full time

Benefits offered by this job

Hybrid work environment

Flexible time off

Stock options

Job summary

Xperi in Warsaw leads the TiVo OS Technical Support team, delivering reliable support for TiVo OS Smart TV devices and streaming platforms. This role focuses on incident management, technical leadership, and cross-functional collaboration to ensure outstanding customer experiences.

The manager will mentor engineers, oversee monitoring operations, and drive continuous improvement across support processes and product supportability, with a strong emphasis on Linux-based systems and escalation

Qualifications

• Must have proven experience leading Technical Support or Operations teams.
• Hands-on experience supporting Linux-based systems and troubleshooting complex issues.
• Experience leading incident management, root cause analysis and cross-functional resolution.
• Familiarity with ITIL-based Incident, Problem and Change Management practices.
• Experience with monitoring tools, log analysis and operational reporting.
• Excellent communication and collaboration skills in cross-functional environments.

Responsibilities

• Own monitoring and support operations, using system data and AI-powered tools to identify issues early and improve service performance.
• Lead, mentor and develop a team of Technical Support Engineers across TiVo OS Smart TV and streaming devices.
• Manage day-to-day support operations with timely resolution and high-quality customer experience.
• Act as the technical escalation point for complex incidents, partnering with Engineering, Product, QA and Operations teams.
• Drive incident, problem management and root cause analysis to improve platform stability and reliability.
• Champion continuous improvement by refining support processes and product supportability across the TiVo OS ecosystem.
• Provide support during critical customer escalations as required.

Skills

Leadership

Linux troubleshooting

Incident management

ITIL processes

Monitoring & logging

Communication

English proficiency

Tools

ServiceNow

Jira

Confluence

Job description

Xperi in Warsaw leads the TiVo OS Technical Support team, delivering reliable support for TiVo OS Smart TV devices and streaming platforms. This role focuses on incident management, technical leadership, and cross-functional collaboration to ensure outstanding customer experiences.

The manager will mentor engineers, oversee monitoring operations, and drive continuous improvement across support processes and product supportability, with a strong emphasis on Linux-based systems and escalation