Function: Engineering / Customer Operations / Connected Home
Role Overview
The Technical Support Team Lead will lead the end-to-end technical support function for Ei Electronics’ portfolio of connected home products, including alarms, gateways, and associated mobile/cloud services.
The role is responsible for ensuring high availability, reliability, and customer experience across devices, firmware, SaaS platforms, and mobile connectivity, while building a scalable support capability to underpin continued growth in connected products.
This is a hands‑on leadership role, combining operational ownership (monitoring, diagnostics, incident management) with strategic responsibility (process maturity, tooling, insights, and continuous improvement).
Key Responsibilities
Technical Support Operations
Lead daily support operations for connected products (hardware, firmware, mobile apps, cloud services)
Own incident management processes, including triage, escalation, root‑cause analysis, and resolution
Ensure effective handling of:
Connectivity issues (mobile data, Wi‑Fi, backend services)
Device commissioning and lifecycle issues
Field failures and intermittent faults
Establish and enforce SLAs for issue resolution and customer response
Network and Platform Monitoring
Implement and operate real‑time monitoring of:
Cloud/SaaS infrastructure and APIs
Mobile app performance and backend integrations
Develop dashboards and alerting systems for proactive fault detection
Identify systemic issues across installed base (e.g. firmware regressions, connectivity degradation)
Diagnostics and Troubleshooting
Lead advanced multi‑layer diagnostics across:
Embedded firmware behaviour
Wireless/network communications
Cloud services and data flows
Define structured troubleshooting methodologies and playbooks
Support complex field issues, including replication and lab‑based testing
Work closely with engineering to resolve integration issues across hardware, firmware, and cloud systems
Firmware and Software Release Support
Coordinate support readiness for firmware and software releases
Support OTA (over‑the‑air) update processes, ensuring safe rollout and rollback procedures
Monitor release performance and identify post‑release defects
Feed insights into development to improve release quality and stability
Reporting and Insights
Develop structured reporting across:
Incident trends and recurring faults
Product reliability and failure modes
Provide actionable insights to:
Product management (feature improvements)
Leadership (customer experience and system reliability)
Security and Compliance Support
Support diagnosis and escalation of security‑related issues across devices and cloud platforms
Ensure adherence to internal policies and external regulatory requirements (e.g. IoT security, data protection)
Work with engineering on vulnerability response and patching via firmware/software updates
Promote best practices in secure operation of connected devices
Team Leadership and Development
Build and lead a high‑performing, technically capable support team
Define roles, skills, and training pathways (firmware, networking, cloud diagnostics)
Introduce structured knowledge management and documentation
Foster a culture of ownership, responsiveness, and continuous improvement
Cross‑Functional Collaboration
Act as primary interface between:
Engineering (hardware, firmware, cloud)
Product management
Customer support / service teams
Ensure rapid feedback loops from field to development
Support improvement of product design for diagnosability, reliability, and scalability
Key Technologies
Embedded firmware (IoT devices, sensor systems)
Mobile and wireless connectivity (Wi‑Fi, cellular, IP networking)
Cloud/SaaS platforms (device management, telemetry, APIs)
Data analytics and monitoring tools
Security protocols and device authentication frameworks
Skills and Experience
Strong technical background in IoT / telecommunications / embedded systems / connected devices
Experience in technical support, operations, or system reliability roles
Hands‑on experience in:
Network troubleshooting (IP‑based systems)
Firmware and device behaviour diagnostics
Cloud/SaaS platform support
Proven experience leading a technical team
Strong analytical and problem‑solving capability
Experience with:
OTA update systems
Observability tools (logging, monitoring, alerting)
Familiarity with IoT communication protocols
Experience in regulated product environments
Key Success Measures
Reduction in incident volume and repeat issues
Improved system uptime and reliability across device fleet
Faster resolution times (MTTR)
High‑quality feedback loop into engineering
Scalable support processes aligned with product growth
Why This Role Matters
As Ei Electronics continues to scale its connected home portfolio, this role is critical to ensuring:
Reliable operation across complex, integrated IoT systems
Strong customer experience and product reputation
Continuous improvement driven by real‑world data and diagnostics
This role directly addresses core IoT challenges including connectivity reliability, system integration, scalability, and security.
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