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Technical Support Team Lead

Ei Electronics
Shannon, IrelandOn siteYesterday

Job description

Location: Shannon, Co. Clare 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: - 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) 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 - 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) Security and Compliance Support - Support diagnosis and escalation of security-related issues across devices and cloud platforms

Requirements

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