IoT Customer Reliability Engineer - Remote

SORACOM; United States; Remote; USD 90,000 - 120,000; Full time

Benefits offered by this job

401K with company match

Health Insurance

Generous PTO

Job summary

Soracom is hiring a Customer Reliability Engineer (CRE) to help customers implement the Soracom platform for IoT solutions. You will investigate issues, craft accurate responses, and guide users to resolution while leveraging AI and collaborating with internal experts.

You will strengthen knowledge bases, support systems, and channel customer feedback into product improvements, while maintaining strong communication with a global, remote team.

Qualifications

• 3+ years of experience providing technical support.
• Outstanding English written and verbal communication skills.
• Basic network knowledge (TCP/IP, SSL/TLS, DNS, HTTP).
• Experience with cloud services (AWS, Azure, Google Cloud) or cellular network technologies.
• Experience with Linux-based operating systems and CLI environments.
• Experience using AI in a professional setting, with the ability to critically evaluate their outputs.
• Experience working remotely in a multicultural environment using online communication tools like Slack or MS Teams.
• Ability to maintain working hours aligned with the Mountain or Pacific time zone.

Responsibilities

• Provide technical support to users implementing the Soracom platform in their IoT solutions.
• Work with engineers and AI to investigate and resolve technical issues, taking ownership of the quality of customer-facing responses.
• Publish and maintain documentation, knowledge bases, blogs, and other technical resources to educate customers and improve self-service.
• Collect customer feedback and present suggestions to improve Soracom's platform services.

Skills

Technical support

English skills

Networking basics

Cloud services

Linux CLI

AI usage

Remote collaboration

Time-zone coordination

Tools

Zendesk

Python

JavaScript

Raspberry Pi

Jetson

Arduino

Job description

Soracom is hiring a Customer Reliability Engineer (CRE) to help customers implement the Soracom platform for IoT solutions. You will investigate issues, craft accurate responses, and guide users to resolution while leveraging AI and collaborating with internal experts.

You will strengthen knowledge bases, support systems, and channel customer feedback into product improvements, while maintaining strong communication with a global, remote team.