Solutions Engineer I

Hologram is building the future of IoT connectivity, delivering internet access to millions of connected devices worldwide. The Solutions Engineer I acts as a technical advisor and problem-solver, ensuring that IoT deployments get online and stay online while guiding customers through every phase of the deployment lifecycle.

Responsibilities:

• Execute successful customer onboarding, partnering cross-functionally to ensure seamless deployment
• Guide customers through SIM provisioning, device configuration, and connectivity setup
• Diagnose and resolve SIM, device, and network-level connectivity issues in collaboration with internal teams
• Own Level 2 (L2) support escalations, ensuring timely resolution and clear communication with customers
• Work hand-in-hand with customers to scope, debug, and resolve technical challenges throughout the deployment lifecycle
• Understand a wide variety of customer use cases, and align technical solutions with both business and functional requirements
• Escalate complex or systemic issues while maintaining ownership and customer trust
• Maintain and improve internal tooling, including AI-driven support tools and Documentation (internal and external)
• Advocate for customers internally, surfacing product gaps, technical pain points, and feedback to improve the overall platform experience

Requirements:

• Solid understanding of cellular networks, IoT devices, various Radio Access Technologies (RATs), and communication protocols (e.g., TCP/IP, UDP, MQTT)
• 2+ years in a customer-facing technical role (e.g., Solutions Engineer, Technical Support Engineer or Technical Consultant)
• Experience working with scripting languages (e.g., Python or Ruby), SQL, and REST APIs
• Strong written and verbal communication skills, with the ability to explain complex technical topics to non-technical audiences
• A strong customer-centric mindset with a focus on solving problems and driving value
• Proven ability to quickly learn and adapt to new technologies and technical concepts
• Enjoy solving complex, technical problems that directly impact customers
• Have a curious, self-driven mindset and aren't afraid to dive into logs, APIs, or device configurations
• Thrive in customer conversations and can translate technical details into clear, actionable guidance
• Are comfortable working across teams — from support and sales to product and engineering
• Want to be part of a fast-moving team where your input shapes both the customer experience and the product