Engineer - Technical Support

As a Technical Support Engineer, you will be a key point of contact for customers using our mobile apps and broadcast studio systems. You will investigate and manage technical issues through to resolution, working closely with customers and our development teams to deliver timely, effective solutions. What you will get to do:

• Provide first-line technical support to customers using our mobile apps and broadcast studio systems.
• Own and manage reported issues from initial investigation through to resolution, keeping customers informed throughout.
• Diagnose technical problems methodically, document findings clearly and escalate issues to the development team when required.
• Work proactively with development and product teams to identify potential issues before they affect customers.
• Test new releases of our broadcast studio software and clearly report any defects or risks.
• Maintain accurate records in ticketing, bug-tracking and documentation systems.
• Monitor support activity and produce regular reports that highlight recurring issues and opportunities for improvement.
• Support the onboarding of new customers and help them understand our products, processes and ways of working.
• Contribute to improvements in support processes, documentation and customer communications.
• Identify practical opportunities to improve efficiency, quality and customer outcomes through automation, AI-assisted workflows and better use of support tooling.
  
  Relevant experience in a hands-on, customer-facing technical support role.
• Experience installing, configuring or supporting specialist software products.
• Strong technical troubleshooting and problem-solving skills.
• A methodical approach to investigating issues and identifying root causes.
• Excellent written and verbal communication skills, with the ability to explain technical issues clearly to different audiences.
• A customer-first approach and the ability to manage issues promptly and professionally.
• Strong attention to detail and the ability to identify issues that others may miss.
• Experience using ticketing, bug-tracking, knowledge-base or documentation systems.
• The ability to document investigations, findings and solutions clearly.
• The ability to work independently, prioritise competing issues and collaborate effectively with distributed teams.
Nice to have:
• A qualification or practical background in computer science, software development, IT or a related technical field.
• Experience supporting mobile applications or broadcast technology.
• Experience testing software releases and documenting defects.
• Experience with radio automation or broadcast studio systems.
• Familiarity with APIs, networking and cloud-based services
• An interest in radio, digital audio and emerging media platforms.
• An interest in using automation and AI to improve technical support.
  
  Xperi invents, develops and delivers technologies that create extraordinary experiences at home and on the go for millions of people around the world. Powering billions of consumer electronics, connected cars and digital content titles, we make entertainment more immersive, with every interaction seamlessly personalized through our renowned consumer brands: DTS®, HD Radio , and TiVo®.
Xperi (NYSE: XPER) is a publicly traded technology company headquartered in San Jose, CA with over employees across North America, Europe and Asia. Come join a thriving team where you can play an integral role in shaping the future of entertainment technology. The All In Media team at Xperi provides technology solutions to radio stations around the world. Our products include broadcast studio systems, mobile apps, integrations with platforms such as Sonos, Apple CarPlay and Android Auto, and digital advertising and monetisation solutions. Our Rapid studio system has won an NAB Product of the Year Award and is used by hundreds of radio stations. We have also delivered more than 500 apps for broadcasters internationally. We work with major radio organisations around the world, including ABC, BBC, Bauer, Global Radio, Cumulus, New York Public Radio, Nation Broadcasting, Nova Entertainment, SBS, and UCB Media. We have a fantastically talented team, and this is a great opportunity for someone to join our team in the UK, and help radio customers reach audiences across new platforms.

At Xperi, we value People, Customers, Performance and Innovation. We are dedicated to creating a workplace where all employees have a voice and sense of belonging, feel safe and valued, and are acknowledged for how their unique differences contribute to organizational culture and business outcomes. Our employees and their families are important to us, and our comprehensive pay, stock and benefits programs reflect that. Xperi supports personal well-being, builds financial security and enables employees to share in our collective success. Rewards include:
• Competitive compensation (salary, equity and bonuses) and comprehensive benefits designed to foster work-life balance, care for your health, protect your finances and help you save and invest for the future.