IoT & Connected Home Support Lead

Ei Electronics; Shannon; On-site; EUR 65,000 - 90,000; Full time

Job summary

Ei Electronics in Ireland is seeking a Technical Support Team Lead to own end-to-end support for its connected home portfolio, including alarms, gateways, and related cloud/mobile services.

You will lead a hands-on team, oversee incident management, real-time monitoring, and diagnostics across hardware, firmware, and cloud platforms, while driving process maturity and scalable support as the product suite grows.

Qualifications

• Strong background in IoT, embedded systems, and connected devices.
• Experience in technical support, operations, or reliability roles.
• Hands-on diagnostics across firmware, networking, and cloud platforms.
• Leadership experience with building and guiding a technical team.
• Familiarity with OTA update processes and observability tooling.

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/SaaS platforms, apps, and backend services.
• Lead advanced multi-layer diagnostics across embedded firmware, networking, and cloud systems.
• Coordinate firmware/software release readiness and OTA rollout procedures.
• Develop structured reporting on incidents, reliability, and product feedback for engineering and management.
• Build and develop a high-performing support team with clear roles and training paths.
• Collaborate with engineering, product, and customer support to feedback field learnings and improve design.

Skills

IoT / embedded systems

Technical leadership

Incident management

Diagnostics

Firmware support

Cloud / SaaS support

Network troubleshooting

Security & compliance

Observability tools

Tools

OTA update systems

Logging/Monitoring tools

Monitoring dashboards

Job description

Ei Electronics in Ireland is seeking a Technical Support Team Lead to own end-to-end support for its connected home portfolio, including alarms, gateways, and related cloud/mobile services.

You will lead a hands-on team, oversee incident management, real-time monitoring, and diagnostics across hardware, firmware, and cloud platforms, while driving process maturity and scalable support as the product suite grows.