Technical Support Team Lead

Job Description

Location:

Shannon, Co. Clare

Company:
Ei Electronics

Function:
Engineering / Customer Operations / Connected Home

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).

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:
  • Device fleets (status, uptime, connectivity)
  • 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)

• 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

• 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

• Develop structured reporting across:
  • Incident trends and recurring faults
  • Product reliability and failure modes
  • Network/service performance
• Provide 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)

• 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

• 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

• 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

• 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

• 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:
  • Fleet/device management platforms
  • OTA update systems
  • Observability tools (logging, monitoring, alerting)
• Familiarity with IoT communication protocols
• Experience in regulated product environments

• 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

As Ei Electronics continues to…