Connected Home Tech Support Lead
Ei Electronics
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Job summary
Ei Electronics is seeking a Technical Support Team Lead to drive end-to-end support for its connected home portfolio, including alarms, gateways, and mobile/cloud services. The role ensures high availability, reliability, and a superior customer experience across devices, firmware, and cloud services.
This hands-on leadership position combines operational ownership (monitoring, diagnostics, incident management) with strategic responsibilities (process maturity, tooling, insights, and continuous
Qualifications
- Must have strong background in IoT, embedded systems, and connected devices.
- Experience leading technical support, operations, or site reliability teams.
- Proven ability to define playbooks, run diagnostics, and drive continuous improvement.
Responsibilities
- Lead daily support operations for connected products (hardware, firmware, apps, cloud).
- Own incident management processes: triage, root cause analysis, resolution.
- Implement real-time monitoring of cloud, apps, APIs and devices; develop dashboards.
- Coordinate firmware and software release readiness; support OTA updates.
- Drive reporting on incident trends, reliability, and product feedback to engineering.
- Build and lead a high-performing, technically capable team with defined training paths.
Skills
Tools
Job description
Ei Electronics is seeking a Technical Support Team Lead to drive end-to-end support for its connected home portfolio, including alarms, gateways, and mobile/cloud services. The role ensures high availability, reliability, and a superior customer experience across devices, firmware, and cloud services.
This hands-on leadership position combines operational ownership (monitoring, diagnostics, incident management) with strategic responsibilities (process maturity, tooling, insights, and continuous
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