Technical Support & Solutions Engineer

• 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
• 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

Benefits

• Company Laptop (Choice of Mac or Windows)
• Participation in Employee Share Option Programme
• Monthly Company Events
• Pension Scheme
• Health Insurance & Wellbeing Allowance
• Truly Unlimited Holidays
• Nomad Working for 20 Days
• Remote and Hybrid working opportunities- Willingness to travel as required for client meetings, and on-site visits
• Demonstrated experience with Linux/Unix and Git, including networking and the command-line interface
• Demonstrated expertise with Python
• Minimum of 3 years of experience in a technical support or engineering role
• Excellent communication and presentation skills, with the ability to effectively convey complex technical concepts to both technical and non-technical audiences
• Experience with device troubleshooting, log hunting, and system checks
• Bachelor’s degree in Computer Science, Engineering, or a related technical field
• Self-motivated and results-oriented, with a strong sense of ownership and accountability
• Excellent stakeholder management and relationship management skills
• Demonstrated AWS experience
• Experience with the deployment and integration of hardware-based technology solutions in real-world applications