Lead Technical Support & Solutions Engineer

Protex AI Limited; Dublin; On-site; EUR 90,000 - 130,000; Full time

Job summary

Protex AI Limited is seeking a Lead Technical Support Engineer to manage enterprise client success and tier-3 escalations. You will ensure edge-to-cloud health, proactive support, and strong client relations for Fortune 500 customers.

In this role, you will drive strategic solutions with Engineering and Product, build scalable tooling, and oversee global deployment initiatives across our safety-focused AI platform.

Qualifications

• 6+ years in technical support, solutions engineering, or site reliability engineering.
• 2+ years leading complex technical workstreams or mentoring teams.
• Strong hands-on experience with AWS, Linux/Unix, networking, and Git workflows.
• Ability to write code, build integrations, and create internal tooling.

Responsibilities

• Define, track, and optimize key support metrics and SLAs.
• Evolve Solutions Engineering into a strategic partner across the client journey.
• Lead senior liaison for technical escalations with Fortune 500 clients.
• Collaborate with Engineering, Product, and Client Success to influence the roadmap.
• Shape internal tooling, monitoring, and knowledge bases for scale.
• Oversee deployment strategies and field support for global client facilities.

Skills

Technical leadership

AWS

Linux/Unix

Networking

Scripting

Python

JavaScript

Git

CloudWatch

ELK

Education

Bachelor’s degree in Computer Science/Computer Engineering or related technical discipline

Tools

Git-based workflows

Zendesk

Jira Service Management

PagerDuty

Datadog

CloudWatch

ELK stack

Job description

Protex AI Limited is seeking a Lead Technical Support Engineer to manage enterprise client success and tier-3 escalations. You will ensure edge-to-cloud health, proactive support, and strong client relations for Fortune 500 customers.

In this role, you will drive strategic solutions with Engineering and Product, build scalable tooling, and oversee global deployment initiatives across our safety-focused AI platform.