Technical Support Team Lead

Ei Electronics GmbH; Shannon; On-site; EUR 70,000 - 90,000; Full time

Job summary

Ei Electronics GmbH in Shannon, Co. Clare is seeking a Technical Support Team Lead to oversee end-to-end support for connected home products. The role focuses on ensuring high product reliability and customer satisfaction through effective incident management and process improvement.

The ideal candidate should have a strong technical background in IoT systems and experience in technical support operations. This hands-on leadership position involves collaboration with engineering and product management to drive continuous improvement.

Qualifications

• Strong technical background in IoT and connected devices.
• Experience leading a technical team.
• Hands-on experience in network and firmware diagnostics.

Responsibilities

• Lead daily support operations for connected home products.
• Own incident management processes including triage and resolution.
• Develop structured reporting across incident trends and product reliability.

Skills

IoT / telecommunications / embedded systems / connected devices

Technical support experience

Network troubleshooting

Analytical problem-solving

Tools

Cloud/SaaS platform support

Observability tools

Job description

Location: Shannon, Co. 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‑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)

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

• Strong technical background 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
• 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.

How to apply:

Interested candidates are encouraged to submit their CV and a cover letter outlining theirsuitabilityfor the role to [e-mail]

Ei Electronics is an equal opportunity employer and is committed to fostering an inclusive and diverse workplace.