Engineer - Technical Support

As a Technical Support Engineer at Xperi, you will be the first point of contact for customers using our mobile apps and broadcast studio systems. You will own issues from initial triage to resolution, working with customers and development teams to deliver timely solutions. You’ll test releases, document findings, and contribute to process improvements to raise support quality. This role sits within the All In Media team, supporting broadcasters as they reach audiences across platforms. You will help shape a scalable, customer‑focused support function in a mission‑driven entertainment technology company.

• Competitive compensation and bonuses
• Comprehensive benefits package
• Generous paid time off and flexible time off
• Health and wellness initiatives
• Charitable matching program
• Flexible hybrid work environment

• Provide first-line technical support to customers using mobile apps and broadcast studio systems
• Own and manage reported issues from investigation to resolution while keeping customers informed
• Diagnose problems methodically and escalate to development when needed
• Collaborate with development and product teams to identify potential issues before they impact customers
• Test new software releases and report defects or risks clearly
• Maintain accurate records in ticketing, bug-tracking, and documentation systems
• Monitor support activity and produce reports highlighting recurring issues and improvement opportunities
• Support onboarding of new customers and help them understand products and workflows
• Contribute to improvements in support processes, documentation, and customer communications
• Identify opportunities to improve efficiency, quality, and outcomes through automation and AI-assisted workflows

• Hands-on, customer-facing technical support experience
• Experience installing, configuring, or supporting specialist software products
• Strong technical troubleshooting and problem-solving skills
• Methodical approach to investigating issues and root cause analysis
• Excellent written and verbal communication, ability to explain technical issues clearly
• Customer-first mindset and ability to manage issues promptly
• Strong attention to detail and ability to spot issues others may miss
• Experience using ticketing, bug-tracking, knowledge-base or documentation systems
• Ability to document investigations, findings and solutions clearly
• Ability to work independently, prioritise, and collaborate with distributed teams

• Customer-centric mindset
• Clear communication
• Attention to detail
• Ticketing and bug-tracking systems
• Documentation and knowledge-base tooling
• Software release testing and defect reporting