Sr Engineer - Tech Support

What you will get to do

• Provide effective level 2+ technical support to B2B customers on the TiVo OS Smart TV product.
• Monitor the production device population and respond to monitoring alerts in a timely manner.
• Maintain monitoring and reproduction lab environments.
• Replicate and diagnose issues, and drive them to resolution.
• Work closely with Engineering and Operations, filing clear, actionable bugs and providing sufficient details to support efficient diagnosis and resolution.
• Build strong relationships with internal and external customers by ensuring the highest level of service.
• Provide regular case updates to customers and internal teams.
• Proactively identify solutions and propose improvements to processes, tools, and documentation.
• Maintain a technical knowledge base by documenting solutions, tools, and processes.
• Develop deep technical knowledge of products and customers’ operations.
• Continue learning new technologies, tools, and products.
• Provide support during remote on-call shifts.

Who we are looking for

• Working knowledge of Linux and TCP/IP network protocols.
• Strong technical troubleshooting and problem-solving skills, including the ability to investigate nonstandard situations, develop appropriate solutions, and isolate root causes.
• Excellent interpersonal, communication, time-management, decision-making, prioritization, and organizational skills.
• A customer-first mindset with demonstrated customer-service skills.
• Ability to drive people in other organizations to advance troubleshooting of urgent issues.
• Fluency in written and spoken English.

Nice to have

• Knowledge of ITIL.
• Experience supporting embedded devices.
• Experience with monitoring and observability using Splunk.

Rewards include

• Competitive compensation, including salary, equity, and bonuses, plus comprehensive benefits supporting work-life balance, health, financial protection, and future savings and investment.
• Generous paid time away, including flexible time off, holidays, sick time, health and wellness initiatives, and a charitable match program.
• Location-dependent perks such as employee discounts, transportation reimbursements, subsidized cafes, and fitness facilities.
• A flexible hybrid work environment combining in-office collaboration with working from home.

Whistleblower and Abuse Reporting and Handling Policy

The policy in effect at TiVo POLAND sp. z o.o., based in Warsaw, is available here.