Lead Technical Support Engineer

Join Protex AI, a leading company in workplace safety technology. As the Lead Technical Support Engineer, you will be responsible for ensuring enterprise client success, managing tier-3 escalations, and maintaining edge-to-cloud operational health. You will work closely with Fortune 500 customers, providing world-class technical support and seamless integrations. Additionally, you will collaborate with cross-functional teams, drive process optimization, and oversee vendor and on-site deployment strategies.

Lead the Technical Operations team in building and operating the core edge-to-cloud foundation for Protex AI systems.

Ensure enterprise client success by managing tier-3 escalations and operational health, and providing world-class technical support.

Responsibilities

• Drive the strategy for support infrastructure, internal diagnostic tools, automated monitoring, and knowledge-base systems to optimize operational efficiency.

Requirements

• 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
• Software Diagnostics: Advanced proficiency in reading, debugging, and tracing Python and JavaScript code within distributed system architectures
• Enterprise Infrastructure Expertise: Strong hands-on experience with AWS cloud services, Linux/Unix administration, networking protocols, command-line interfaces, and Git-based workflows
• 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
• Communication & Executive Presence: Exceptional communication, negotiation, and presentation skills, with a track record of building confidence with Fortune 500 technical leadership
• Hands-On Builder: 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
• Proven Experience: 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
• Hardware / IoT Support Leadership: Experience leading technical support teams that support connected hardware, edge devices, IoT infrastructure, or computer vision systems
• 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
• Support Operations Frameworks: Certification or expertise in ITIL, incident management frameworks, or Support Operations tools (e.g., Zendesk, Jira Service Management, PagerDuty, Datadog)