Lead Technical Support Engineer

Job description

The physical world generates an extraordinary amount of data, yet most of what happens inside manufacturing and logistics sites remains invisible to the systems that run them. At Protex AI, we're changing that. We're building Site Intelligence, an AI platform that connects cameras, enterprise systems and operational knowledge to give businesses a real-time understanding of what's happening across their operations. Our computer vision technology transforms video into structured operational data, while AI agents turn that data into insights, investigations and actions. We're helping some of the world's largest enterprises improve safety, eliminate inefficiencies and increase productivity. We've built a strong foundation in safety. Now we're expanding into a much bigger opportunity: using AI to fundamentally change how industrial operations are understood, managed and optimised. Interested in creating a new category with us? We're looking for high-agency people who thrive in ambiguity, move quickly and care deeply about solving real problems. ## **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. ## **What You'll Do** - **Support Operations & SLA Management:** 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. - **Strategic Solutions & Client Value:** 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. - **Executive & Stakeholder Management:** 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. - **Cross-Functional Strategy:** 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. - **Process Optimization & Tooling Strategy:** Drive the strategy for support infrastructure, internal diagnostic tools, automated monitoring, and knowledge-base systems to optimize operational efficiency and scale team capacity. - **Vendor & On-Site Deployment Oversight:** Oversee deployment strategies, edge hardware logistics, and field support frameworks for camera and networking installations across global client facilities. ## **What You'll Need** - **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. - **Enterprise Infrastructure Expertise:** Strong hands-on experience with AWS cloud services, Linux/Unix administration, networking protocols, command-line interfaces, and Git-based workflows. - **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. - **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). - **Communication & Executive Presence:** Exceptional communication, negotiation, and presentation skills, with a track record of building confidence with Fortune 500 technical leadership. - **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. ## **Nice to Have** - **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.