Remote IoT Customer Reliability Engineer

Soracom, Inc; United States; Remote; USD 90,000 - 130,000; Full time

Job summary

Soracom, Inc. is seeking a Customer Reliability Engineer to drive customer anxiety to zero in IoT deployments. You will own the customer support experience, investigate issues, craft accurate responses, and guide customers to resolution while leveraging AI and collaborating with internal experts.

You will also help improve knowledge bases and self-service resources, publish documentation, and collect feedback to inform product improvements. This is a fully remote role within the United States.

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 outputs.
• Experience working remotely in a multicultural environment using online communication tools like Slack or MS Teams.
• Ability to maintain working hours aligned with Mountain or Pacific time zone.

Responsibilities

• Provide technical support to users implementing the Soracom platform in their IoT solutions.
• Collaborate with engineers and AI to investigate and resolve technical issues, ensuring high-quality customer responses.
• Publish and maintain documentation, knowledge bases, blogs, and other technical resources for customer education and self-service.
• Collect customer feedback and suggest improvements to Soracom's platform services.

Skills

Technical support

English communication

Networking basics

Cloud services

Linux CLI

AI usage in work

Remote collaboration

Tools

Zendesk

Raspberry Pi

Jetson

Arduino

Python

JavaScript

Job description

Soracom, Inc. is seeking a Customer Reliability Engineer to drive customer anxiety to zero in IoT deployments. You will own the customer support experience, investigate issues, craft accurate responses, and guide customers to resolution while leveraging AI and collaborating with internal experts.

You will also help improve knowledge bases and self-service resources, publish documentation, and collect feedback to inform product improvements. This is a fully remote role within the United States.