Bilingual Technical Support Specialist

Redolent•San Jose, CA

6d•Onsite

About The Position

We need a candidate who is fluent in Spanish. Assess, analyze, replicate, diagnose, resolve, and/or escalate technical issues reported by employee, customer, and enterprise domestic or international customer testers while products are in development. Work in partnership with Beta Program Managers to support, assist, and communicate to in-home testers concerning their use and testing of TiVo product(s.) Advocate for features, fixes, and enhancements to our products on behalf of our customers. Work diligently and effectively with our testers by responding promptly to their reports, inquiring for further details for replication and escalation of issues, troubleshooting problems, setting expectations, and providing a high level of customer support and assistance. Work closely with Quality, Engineering, Product, and Software Development teams to learn and understand the product functionality/features, and determine how best to troubleshoot and diagnose issues, collect useful data, describe symptoms and issues fully, and assist engineers in identifying source of problems. File clear and complete, actionable bugs based on testers' reports of problems. Stay abreast of bug status, follow up as needed, and respond quickly to bring bugs to resolution. Identify concerning bugs and release blockers that must be addressed in release and advocate for them in core team meetings. Be an active reviewer of all “homework” assignments created by the Beta Program Manager prior to publication to testers; ensure clarity and accuracy, and provide input for areas for testing. Create professional reports and dashboards that highlight trending issues, areas of concern, bugs filed, and quantitative and qualitative analyses of issues reported. Present data during core team and weekly partner meetings. Participate as a key member of the bug council meetings (aka “bug scrubs”) highlighting important issues and problems raised during the field trials programs; drive areas of concern and champion for a high quality product. Innovate new methodologies and strategies for improving Beta triage/tech support, enhancing processes, identifying defects, implementing efficiencies, incorporating technology for increasing the effectiveness and value of Beta programs. Finally, be one of the first to test any and all new TiVo hardware and software products in your home!

Requirements

Fluent in Spanish.
Strong customer service attitude and skillset.
Exceptional written and verbal communications in English are a must.
2+ years of technical troubleshooting, product support, or quality assurance experience is required.
Skill to build strong relationships with various internal teams as well as with our customers and partners.
Highly adaptive: Projects and timelines can change rapidly. Being flexible and adaptive is necessary for your success!
Technical knowledge of/experience with Audio/Video equipment, Ethernet, MoCA, 802.11 wireless, Android, and iOS device usage, setup, and support.
Demonstrated excellent problem solving, initiative, critical thinking, and analytical skills.
Self-motivated, hardworking, and resourceful.
Proven ability to work well and efficiently independently as well as a member of a team.
Detail- and process-oriented and highly organized.
Ability to handle a variety of tasks/project simultaneously while staying calm and focused.
BA/BS or equivalent college education and/or experience.

Nice To Haves

Enjoy learning in a very hands-on environment that is always evolving and growing.
Enjoyment in using and tinkering with new technology, and watching TV or videos!

Responsibilities

Assess, analyze, replicate, diagnose, resolve, and/or escalate technical issues reported by employee, customer, and enterprise domestic or international customer testers while products are in development.
Work in partnership with Beta Program Managers to support, assist, and communicate to in-home testers concerning their use and testing of TiVo product(s).
Advocate for features, fixes, and enhancements to our products on behalf of our customers.
Work diligently and effectively with our testers by responding promptly to their reports, inquiring for further details for replication and escalation of issues, troubleshooting problems, setting expectations, and providing a high level of customer support and assistance.
Work closely with Quality, Engineering, Product, and Software Development teams to learn and understand the product functionality/features, and determine how best to troubleshoot and diagnose issues, collect useful data, describe symptoms and issues fully, and assist engineers in identifying source of problems.
File clear and complete, actionable bugs based on testers' reports of problems.
Stay abreast of bug status, follow up as needed, and respond quickly to bring bugs to resolution.
Identify concerning bugs and release blockers that must be addressed in release and advocate for them in core team meetings.
Be an active reviewer of all “homework” assignments created by the Beta Program Manager prior to publication to testers; ensure clarity and accuracy, and provide input for areas for testing.
Create professional reports and dashboards that highlight trending issues, areas of concern, bugs filed, and quantitative and qualitative analyses of issues reported.
Present data during core team and weekly partner meetings.
Participate as a key member of the bug council meetings (aka “bug scrubs”) highlighting important issues and problems raised during the field trials programs; drive areas of concern and champion for a high quality product.
Innovate new methodologies and strategies for improving Beta triage/tech support, enhancing processes, identifying defects, implementing efficiencies, incorporating technology for increasing the effectiveness and value of Beta programs.
Be one of the first to test any and all new TiVo hardware and software products in your home!