Support Engineering Lead

About us:

At Protex AI, we are at the forefront of AI-driven computer vision, building a safer, smarter industrial workplace with an intelligent operating system that redefines how facilities operate. Backed by top-tier global investors, we recently secured a $36 million Series B to accelerate our mission.

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.

In this role, you will:

- Take full end-to-end technical ownership for large and complex enterprise deployments, ensuring seamless system installation, integration, and expansion.

- Act as the primary technical point of contact for key enterprise customers during pre-sales, implementation, and early expansion stages.

- Lead technical discovery sessions with client stakeholders to align on architecture, requirements, security, networking, and integration expectations.

- Build strong, trusted relationships with enterprise clients, positioning yourself as a strategic technical advisor who drives implementation success and identifies future opportunities for expansion.

- Collaborate closely with Client Success as your project management partner, Engineering for technical escalations, and Sales for commercial and account strategy alignment.
Develop a deep understanding of customer workflows, technical environments (hardware, networks, cloud integrations), and use cases, tailoring deployments for maximum value realization.

- Identify, design, and document implementation best practices, workflows, and playbooks for repeatable success across enterprise accounts.

- Actively surface risks, bottlenecks, or strategic opportunities to internal teams and lead cross-functional efforts to resolve or capitalize on them.

- Contribute to technical pre-sales activities, including answering complex technical questions, conducting technical validations, and supporting RFPs where required.

- Mentor and support more junior Implementation Specialists, sharing knowledge and helping scale the capabilities of the broader team.

- Advocate for client needs internally, helping shape product and process improvements.

Requirements:

- 4+ years of experience in a technical implementation, solutions engineering, or technical consulting role, ideally in industries such as AI, networking, SaaS, or hardware integration.

- Proven experience leading complex technical deployments with enterprise customers.

- Exceptional communication and relationship management skills, with the ability to influence and drive alignment across technical and non-technical stakeholders.

- Technical proficiency across:

- Cloud platforms such as AWS (or equivalents)

- Version control systems such as Git

- Unix/Linux systems and networking fundamentals

- Hardware installation, network configuration, and real-world system integration

- A self-starter mindset with strong problem-solving skills, ownership mentality, and ability to operate independently with minimal supervision.

- Experience designing and improving processes, workflows, and documentation for scale.

- Willingness and ability to travel for on-site support and stakeholder engagement as needed.

- Bachelor's degree in Computer Science, Engineering, or a related technical field preferred.

Preferred Skills:

- Experience working in a fast-paced, startup or high-growth environment.

- Background in deploying AI or vision-based systems in the field (e.g., cameras, NVRs, security systems).

- Familiarity with enterprise project management methodologies (Agile, PMP principles, or similar).

- Experience contributing to customer success strategies, expansion planning, or post-implementation account growth initiatives.

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.

#J-18808-Ljbffr

---