Technical Support Team Lead
Confidential
- Ennis, Clare, Ireland
- Ennis, Clare, Ireland
À propos
Do you have the right skills and experience for this role Read on to find out, and make your application.
Clare Company: Ei Electronics 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 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 Essential Strong technical background xyswxtq 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 Desirable Experience with: Fleet/device management platforms 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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Compétences linguistiques
- English
Avis aux utilisateurs
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