Our client is a market-leading pioneer in the smart technology and connected spaces sector, dedicated to delivering innovative safety and automation solutions. By leveraging advanced hardware, robust firmware, and seamless cloud integrations, they design products that protect lives and enhance modern living environments. As they scale their ecosystem globally, they remain committed to engineering excellence, system reliability, and building next-generation support capabilities.

Job Overview

On behalf of our client, we are seeking a Technical Support Team Lead based in Shannon, Co. Clare. In this role, the successful candidate will head the end-to-end technical support function for an advanced portfolio of connected devices, gateways, and associated mobile/cloud services.

This is a high-impact, hands-on leadership role combining operational ownership (monitoring, diagnostics, incident management) with strategic responsibility (process maturity, tooling, and continuous improvement). The lead will ensure high availability, reliability, and an exceptional user experience across hardware, firmware, SaaS platforms, and mobile connectivity infrastructure while building a scalable support team to underpin rapid organizational growth.

Responsibilities

Technical Support Operations & Incident Management

Lead Daily Operations: Manage support activities for the connected ecosystem, including hardware, firmware, mobile apps, and cloud services.

Own the Incident Lifecycle: Oversee triage, escalation, root-cause analysis, and resolution for complex issues, establishing and enforcing strict SLAs.

Resolve Connectivity & Lifecycle Issues: Address mobile data, Wi-Fi, backend service failures, device commissioning bottlenecks, and intermittent field faults.

Platform Monitoring & Continuous Improvement

Real-Time Observability: Implement and operate monitoring systems for device fleets (status, uptime, connectivity) and cloud/SaaS infrastructure.
Proactive Detection: Develop dashboards and alerting systems to identify systemic issues, firmware regressions, or connectivity degradation across the installed base.
Firmware & Release Support: Coordinate support readiness for over-the-air (OTA) updates, ensuring safe rollout/rollback procedures and tracking post-release defects.

Advanced Diagnostics & Cross-Functional Collaboration

Multi-Layer Troubleshooting: Lead deep-dive diagnostics across embedded firmware behaviour, wireless/network communications, and cloud data flows.
Bridge the Gap: Act as the primary interface between Engineering (hardware, firmware, cloud), Product Management, and Customer Operations to ensure rapid feedback loops.
Data-Driven Insights: Develop structured KPIs (MTTR, device uptime, first-time fix rate) and deliver actionable reliability trends to development teams to prioritize defects and feature improvements.

Security, Compliance & Team Leadership

Maintain Integrity: Support the diagnosis of security-related issues, ensure adherence to IoT data protection regulations, and assist with vulnerability patching.
Build Capabilities: Grow, mentor, and lead a high-performing technical support team, defining clear training pathways for networking, cloud diagnostics, and firmware.

Core Tech Stack

Embedded Firmware (IoT devices, sensor systems)
Mobile & Wireless Connectivity (Wi-Fi, cellular, IP networking)
Cloud/SaaS Platforms (device management, telemetry, APIs)
Data Analytics & Monitoring Tools (logging, observability, alerting dashboards)
Security Protocols & device authentication frameworks
OTA (Over-the-Air) Update Systems

Requirements

Essential Experience

Industry Background: Strong technical background working with connected devices, telecommunications, embedded systems, or IoT ecosystems.
Technical Support Leadership: Proven experience leading, mentoring, and scaling a technical support, operations, or system reliability engineering (SRE) team.
Hands-on Diagnostics: Direct experience with network troubleshooting (IP-based systems), firmware/device behavior analysis, and cloud/SaaS platform support.
Problem-Solving: Exceptional analytical capabilities with a structured methodology for replicating and resolving complex field and lab-based failures.

Desirable Experience

Experience utilizing specialized fleet/device management platforms.
Familiarity with standard IoT communication protocols and observability frameworks.
Experience working within regulated product environments.

Feel Free to Apply Below

If you are a technical leader who thrives at the intersection of hardware, cloud software, and team development, we want to hear from you. Apply today to connect with our recruitment team, learn more about this exciting opportunity, and help shape the future of this rapidly growing engineering organization.

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