IoT Support & Reliability Lead

EI Electronics; Ennis (TX); On-site; USD 81,000 - 122,000; Full time

Job summary

Ei Electronics is seeking a hands-on Technical Support Team Lead to drive the end-to-end support for connected home products, including alarms, gateways, and SaaS services. The role blends operational ownership with strategic process improvement, dashboards, and actionable insights.

You will lead a high-performing team, manage outages, and work closely with engineering to improve product reliability and customer experience across devices and cloud services.

Qualifications

• Must have strong IoT/embedded systems background.
• Experience leading a technical support/operations team.
• Proven ability to diagnose complex field issues and drive root-cause analyses.

Responsibilities

• Lead daily support operations for connected products (hardware, firmware, mobile apps, cloud services).
• Own incident management processes, including triage, escalation, and root-cause analysis.
• Establish and enforce SLAs for issue resolution and customer response.
• Develop dashboards and alerting for proactive fault detection.
• Collaborate with engineering to resolve hardware, firmware, and cloud integration issues.

Skills

IoT / embedded systems

Technical leadership

Incident management

Network troubleshooting

Analytics

Tools

Observability tools

Fleet management platforms

OTA update systems

Job description

Ei Electronics is seeking a hands-on Technical Support Team Lead to drive the end-to-end support for connected home products, including alarms, gateways, and SaaS services. The role blends operational ownership with strategic process improvement, dashboards, and actionable insights.

You will lead a high-performing team, manage outages, and work closely with engineering to improve product reliability and customer experience across devices and cloud services.