Technical support team lead

Technical Support Team LeadLocation: Shannon, Co. ClareCompany: Ei ElectronicsFunction: Engineering / Customer Operations / Connected HomeRole OverviewThe 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 Responsibilities1. Technical Support OperationsLead daily support operations for connected products (hardware, firmware, mobile apps, cloud services)Own incident management processes, including triage, escalation, root-cause analysis, and resolutionEnsure effective handling of:Connectivity issues (mobile data, Wi‑Fi, backend services)Device commissioning and lifecycle issuesField failures and intermittent faultsEstablish and enforce SLAs for issue resolution and customer response2. Network and Platform MonitoringImplement and operate real‑time monitoring of:Device fleets (status, uptime, connectivity)Cloud/SaaS infrastructure and APIsMobile app performance and backend integrationsDevelop dashboards and alerting systems for proactive fault detectionIdentify systemic issues across installed base (e.g., firmware regressions, connectivity degradation)3. Diagnostics and TroubleshootingLead advanced multi‑layer diagnostics across:Embedded firmware behaviourWireless/network communicationsCloud services and data flowsDefine structured troubleshooting methodologies and playbooksSupport complex field issues, including replication and lab‑based testingWork closely with engineering to resolve integration issues across hardware, firmware, and cloud systems4. Firmware and Software Release SupportCoordinate support readiness for firmware and software releasesSupport OTA (over‑the‑air) update processes, ensuring safe rollout and rollback proceduresMonitor release performance and identify post‑release defectsFeed insights into development to improve release quality and stability5. Reporting and InsightsDevelop structured reporting across:Incident trends and recurring faultsProduct reliability and failure modesNetwork/service performanceProvide actionable insights to:Engineering (defect prioritisation)Product management (feature improvements)Leadership (customer experience and system reliability)Establish KPIs (MTTR, incident volume, device uptime, first‑time fix rate)6. Security and Compliance SupportSupport diagnosis and escalation of security‑related issues across devices and cloud platformsEnsure 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 updatesPromote best practices in secure operation of connected devices7. Team Leadership and DevelopmentBuild and lead a high‑performing, technically capable support teamDefine roles, skills, and training pathways (firmware, networking, cloud diagnostics)Introduce structured knowledge management and documentationFoster a culture of ownership, responsiveness, and continuous improvement8. Cross‑Functional CollaborationAct as primary interface between:Engineering (hardware, firmware, cloud)Product managementCustomer support / service teamsEnsure rapid feedback loops from field to developmentSupport improvement of product design for diagnosability, reliability, and scalabilityKey TechnologiesEmbedded 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 toolsSecurity protocols and device authentication frameworksSkills and ExperienceEssentialStrong technical background in IoT / telecommunications / embedded systems / connected devicesExperience in technical support, operations, or system reliability rolesHands‑on experience in:Network troubleshooting (IP‑based systems)Firmware and device behaviour diagnosticsCloud/SaaS platform supportProven experience leading a technical teamStrong analytical and problem‑solving capabilityDesirableExperience with:Fleet/device management platformsOTA update systemsObservability tools (logging, monitoring, alerting)Familiarity with IoT communication protocolsExperience in regulated product environmentsKey Success MeasuresReduction in incident volume and repeat issuesImproved system uptime and reliability across device fleetFaster resolution times (MTTR)High‑quality feedback loop into engineeringScalable support processes aligned with product growthWhy This Role MattersAs Ei Electronics continues to scale its connected home portfolio, this role is critical to ensuring:Reliable operation across complex, integrated IoT systemsStrong customer experience and product reputationContinuous improvement driven by real‑world data and diagnosticsThis role directly addresses core IoT challenges including connectivity reliability, system integration, scalability, and security
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