Customer Solutions Engineer

Xperi • Durham, NC

18d • Hybrid

About The Position

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, driving more intelligent and 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 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.
This opening is for the Durham, NC office and is a hybrid role, 3 days in-office, 2 days remote.

Requirements

• API Proficiency: Knowledge of tools like Postman, API GET, POST, PUT, DELETE commands, and ability to read and interpret JSON responses to support customer inquiries and issues effectively.
• Database & Querying: Experience with database querying languages (e.g., Solr, MongoDB, SQL) to help customers make the most of their data.
• Cloud & Data Knowledge: Basic understanding of cloud computing principles, including AWS load balancing and autoscaling, and how ETL processes can be used to support customer data requirements.
• Software & Tool Familiarity: Comfortable using tools like Jira and Confluence to track customer-related issues and document solutions.
• Customer-Centric Problem Solver: Strong logic and deductive reasoning to effectively troubleshoot customer issues, prioritize their needs, and identify the best solutions.
• Clear Communication: Ability to explain complex technical concepts in a simple, customer-friendly manner, and document solutions clearly for customers to reference.
• Calm Under Pressure: Comfortable managing multiple customer requests and shifting priorities without compromising the quality of service.
• Relationship-Driven: A friendly, approachable demeanor that fosters positive customer interactions and builds trust over time.
• Collaborative Team Player: Willingness to offer and receive support from team members to enhance overall customer satisfaction and improve processes.
• Industry Knowledge: A basic understanding of TV viewing experiences and familiarity with different video provider UIs to better empathize with and address customer challenges.
• Willingness to Travel: Flexibility to travel 5-15% when required, to meet customers face-to-face and strengthen relationships.

Responsibilities

• Customer Onboarding & Relationship Building: Serve as the primary point of contact for customers using TiVo's Personalized Content Discovery (PCD). Lead them through a smooth onboarding experience, ensuring they feel supported and confident in using our platform to enhance their content discovery. Build strong, lasting relationships by offering ongoing assistance and guidance to help them meet their evolving needs and maximize the value of TiVo’s solutions.
• Understanding & Anticipating Customer Needs: Engage with customers to collect their specific content discovery requirements and understand their unique tech stack. Work closely with customers to design tailored, end-to-end solutions that seamlessly integrate with their existing systems and meet their long-term goals. Proactively suggest new use cases to help customers expand and optimize their services.
• Data & Integration Expertise: Analyze customer video content metadata, and map required fields to our core schema. Collaborate with internal Data Engineering teams to deliver high-quality, scalable integrations that address customer needs and streamline workflows.
• Optimizing Customer Experience: Ensure that PCD tools and solutions are continuously delivering value by closely monitoring the performance of live use cases. Conduct A/B tests to gauge engagement and optimize content recommendations, making adjustments to improve customer satisfaction and overall effectiveness.
• Customer Support & Issue Resolution: Be responsive and empathetic when handling customer tickets and escalations. Work efficiently and tactfully to resolve issues, ensuring a positive and supportive customer experience throughout the resolution process.

Benefits

• 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.
• Generous paid time away from work, including flexible time off, holidays and sick time, health and wellness initiatives, and a charitable match program to help you give back to your community.
• Great perks, which vary by location and can be site-specific: employee discounts, transportation reimbursements, subsidized cafes and fitness facilities.
• A flexible, hybrid work environment combining the best of in-office collaboration and community-building along with the benefits of working from home.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees