Lead Technical Support Engineer

Responsibilities

• Define, track, and optimize key support metrics (e.g., First Contact Resolution, SLA compliance). Establish robust incident response frameworks and escalation pathways for critical enterprise accounts.
• Evolve the Solutions Engineering team beyond implementation into a strategic technical partner across the client journey. Develop a deep understanding of client operations and challenges, proactively identify opportunities to add value, and partner with Engineering to build scalable solutions to recurring customer problems and opportunities that can be productized and deployed across the wider client base.
• Serve as the primary senior liaison for technical escalations with Fortune 500 enterprise clients. Effectively communicate complex technical issues, post-mortems, and resolution roadmaps to client executive teams and internal business leadership.
• Partner closely with Engineering, Product, and Client Success leadership to align support insights with the product roadmap, advocating for features and infrastructure stability improvements based on customer impact.
• Drive the strategy for support infrastructure, internal diagnostic tools, automated monitoring, and knowledge-base systems to optimize operational efficiency and scale team capacity.

Requirements

• 6+ years of experience in technical support, solutions engineering, or site reliability engineering, with at least 2+ years leading complex technical workstreams or mentoring technical teams.
• Strong hands-on experience with AWS cloud services, Linux/Unix administration, networking protocols, command-line interfaces, and Git-based workflows.
• Strong ability and willingness to build, prototype, and implement technical solutions directly. Comfortable writing code, creating integrations and internal tooling, debugging systems end-to-end, and working alongside Engineering to turn recurring client problems and opportunities into scalable solutions.
• Exceptional communication, negotiation, and presentation skills, with a track record of building confidence with Fortune 500 technical leadership.

About the Team

The Technical Operations (Tech Ops) team builds and operates the core edge-to-cloud foundation powering all Protex AI systems. We ensure scalable data infrastructure, robust edge-to-cloud connectivity, and high-performance backend services that support edge deployments for real-time computer vision applications—enabling proactive workplace safety at a global scale.

As the

Lead Technical Support Engineer, you will be responsible for enterprise client success, tier-3 escalations, and edge-to-cloud operational health. You will ensure our Fortune 500 customers receive world-class technical support and seamless integrations.

Vendor & On-Site Deployment Oversight

Oversee deployment strategies, edge hardware logistics, and field support frameworks for camera and networking installations across global client facilities.

Software Diagnostics

Advanced proficiency in reading, debugging, and tracing Python and JavaScript code within distributed system architectures.

Edge-to-Cloud Integration

Deep familiarity with edge device management, IoT connectivity, database integrations, and distributed log analysis (e.g., CloudWatch, ELK stack).

Leadership & Ownership

High autonomy, strong strategic thinking, and a proactive mindset toward systemic problem-solving and process optimization.

Education & Travel

Bachelor’s degree in Computer Science, Computer Engineering, or a related technical discipline. Willingness to travel periodically for key client sites and strategic deployment reviews.

Hardware / IoT Support Leadership

Experience leading technical support teams that support connected hardware, edge devices, IoT infrastructure, or computer vision systems.

Support Operations Frameworks

Certification or expertise in ITIL, incident management frameworks, or Support Operations tools (e.g., Zendesk, Jira Service Management, PagerDuty, Datadog).

Scaling High-Growth Teams

Experience building and scaling support/solutions engineering functions in a fast-paced, high-growth B2B SaaS or Deep Tech startup environment.

Protex AI is an inclusive and equal opportunities employer. We are committed to creating an equitable workplace for everyone regardless of gender, civil status, family status, sexual orientation, religion, age, disability, education level, or race.