Sr. Manager, Solutions Engineering

Hologram Inc. is building the future of IoT connectivity, delivering internet access to millions of connected devices worldwide. The Senior Manager of Solutions Engineering leads the post-sales technical team to ensure successful IoT deployments and customer satisfaction while optimizing support operations and collaborating with cross-functional teams.

Responsibilities:

• Lead and develop a team of 3 Solutions Engineers across T1-T3 support tiers
• Foster a culture of technical excellence, customer empathy, and continuous learning
• Drive strategic improvements within Solutions Engineering, including refining and optimizing support operations, SLAs, and escalation processes as Hologram grows
• Own and drive improvements to key metrics: response times, resolution rates, CSAT, ticket deflection
• Proactively plan and manage workload distribution, and capacity planning across support tiers
• Manage the development and expansion of comprehensive internal and external knowledge bases
• Expand and optimize AI support systems' technical knowledge to improve resolution quality and reduce escalations
• Analyze support data to identify trends across issue types, customer segments, and support patterns
• Translate customer pain points and technical feedback into actionable product improvements
• Partner with Product and Engineering teams to advocate for customer needs and close platform gaps
• Collaborate with Sales on customer onboarding processes and technical handoffs
• Work with Customer Success to improve post-sales lifecycle and reduce time-to-value

Requirements:

• 5+ years leading technical teams supporting post-sales IoT, telecom, or cellular connectivity solutions
• Deep understanding of cellular networks, IoT devices, RATs, and communication protocols (TCP/IP, UDP, MQTT)
• Strong technical skills with SQL and scripting languages (Python or Ruby)
• Experience coaching and managing engineers across different experience levels and technical capabilities
• Hands-on experience with LLMs and AI support tools, including knowledge base optimization and bot performance improvement
• Strong background in customer-facing technical roles within IoT or telecom
• Skilled at converting customer insights into actionable product requirements and business cases
• Outstanding communication skills across technical and non-technical audiences
• Experience leveraging data and analytics to optimize processes and guide strategic decisions
• Love building and up-skilling teams that solve complex technical problems with real customer impact
• Lead with technical credibility and aren't afraid to roll up your sleeves when your team needs guidance on challenging issues
• Thrive in customer conversations and can translate technical details into clear, actionable guidance
• Thrive working across organizational boundaries with support, sales, product, and engineering teams
• Want to shape how Solutions Engineering evolves in a fast-moving company where your decisions directly impact customer experience and product direction