Technical Support & Solutions Engineer

Job description

We are a Site Intelligence company transforming how industrial businesses operate. Our platform turns your existing infrastructure into a source of actionable operational intelligence, enabling teams to see what's happening, understand why, and improve continuously. By surfacing the operational signals that reports miss, we help the world's largest logistics, manufacturing, and warehousing operators stay one step ahead, making operations visible and driving proactive safety. We're a fast-growing, high-agency team building category-defining products by leveraging the latest technologies in computer vision and AI. Industry leaders like DHL, Amazon, and Tesla trust Protex AI to drive measurable safety improvements, achieving an average 64% risk reduction within just three months of deployment. Operating in 20+ countries, Protex is the go-to safety partner for Fortune 500 manufacturing and logistics enterprises, transforming workplace safety with real-time, AI-powered insights. ## **About the Team** The Technical Operations (Tech Ops) team supports the core edge-to-cloud foundation that powers all Protex AI systems, ensuring scalable data infrastructure, robust edge-to-cloud connectivity, and high-performance backend services. We support edge deployments for real-time computer vision applications and deliver resilient systems to enable proactive workplace safety at global scale. Our Solutions Engineers collaborate closely with the engineering team to understand client technical needs, and support our Fortune 500 clients with their technical issues. ## **What You'll Do** - Develop and maintain strong relationships with key stakeholders, including customers, partners, and industry influencers. - Collaborate across teams (Engineering, Product, Client Success) to ensure effective problem resolution. - Support client-facing teams with explanations of complex problems to non-technical stakeholders via calls, emails and documentation - Debug and resolve camera-related and networking issues across client installations using Linux systems via AWS. - Monitor and investigate system issues using AWS CloudWatch analysing error codes and logs to identify root causes. - Troubleshoot integration issues between edge devices and cloud (database), ensuring uninterrupted system performance. - Provide escalated technical support for system installations and deployments - Debug Python and JavaScript code as needed to resolve client-facing issues - Contribute to the continuous improvement of processes, tools and systems, documenting technical solutions and for the purposes of knowledge base development ## **What You'll Need** - Minimum of 3 years of experience in a technical support or engineering role - Experience with device troubleshooting, log hunting, and system checks - Bachelor's degree in Computer Science, Engineering, or a related technical field - Excellent communication and presentation skills, with the ability to effectively convey complex technical concepts to both technical and non-technical audiences - Self-motivated and results-oriented, with a strong sense of ownership and accountability - Willingness to travel as required for client meetings, and on-site visits - Excellent stakeholder management and relationship management skills - Demonstrated AWS experience - Demonstrated expertise with Python - Demonstrated experience with Linux/Unix and Git, including networking and the command-line interface ## **Nice to Have** - Experience with the deployment and integration of hardware-based technology solutions in real-world applications. ## Please note: this position is not eligible for visa support. 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.