Customer Reliability Engineer

Soracom provides cellular connectivity for IoT devices. The Customer Reliability Engineer supports customers implementing the Soracom platform by investigating technical issues, guiding customers to resolution, maintaining technical resources, and sharing feedback to improve the platform.

Responsibilities:

• Provide technical support to users who are 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 as well as present your own suggestions for ways to improve Soracom's platform services

Requirements:

• Self-motivated, autonomous and hands-on
• Quick to adapt to new things and flexible
• Respectful of others, and with integrity
• Tech-savvy and inquisitive
• 3+ years of experience providing technical support
• Outstanding English written and verbal communication skills (email, phone, etc.)
• Basic network knowledge (TCP/IP, SSL/TLS, DNS, HTTP, etc.)
• Experience with cloud services (AWS, Azure, Google Cloud, etc.) 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, regardless of geographic location
• You are passionate about IoT and excited about what developers can bring into the world
• You take great satisfaction in helping others overcome technical challenges
• You enjoy interacting with a variety of customers and colleagues across cultures and time zones
• You are familiar with or have a strong interest in specific domains related to IoT, such as autonomous vehicles, smart homes, agriculture, or manufacturing
• You are self-motivated, curious, and eager to develop your skills while exploring new technologies, such as AI
• You think critically about information, whether from AI or other sources, and take ownership of the accuracy of your work
• You are familiar with working remotely and excel at online communication and collaboration
• You thrive in a fast-paced environment with occasional ambiguity, ready to tackle challenges as they come
• You believe that teams succeed more when they work together, and prize mutual respect with your coworkers
• You are excited about the opportunity to work with a truly international team, bridging time zones and cultures, as part of a global company with colleagues and customers from all over the world
• Experience with ticketing systems like Zendesk
• Experience with hardware and gadgets (Raspberry Pi, Jetson, Arduino, etc.)
• Experience building web applications (Linux servers, web services, etc.), or experience with programming and scripting (Python, JavaScript, etc.)
• Experience with AI agent development, prompt engineering, or RAG-based systems
• Experience maintaining technical documentation, knowledge bases, or tutorials
• Experience working in a tech start-up environment
• Experience working with globally distributed teams across multiple time zones
• Professional working proficiency in Spanish