Customer Reliability Engineer

About Soracom

Soracom was founded in 2015 by AWS veterans with a clear vision, making things happen for a world that works together. Today, Soracom serves over 20,000 customers and connects millions of devices worldwide, delivering cellular connectivity for the Internet of Things (IoT) powered by the speed and scale of the cloud and AI. With remote teams across Japan, Europe, and the US. Soracom is continuing to expand its global team to keep pace with the company's rapid growth.

Soracom is an Equal Opportunity Employer and we take pride in the diversity of our employees, valuing the experience and expertise that people from different backgrounds bring to our business. The ability to develop ground-breaking technologies is one of our key assets and our people make it happen. Come and join Soracom to create the transformative technology that enables our customers to engineer a better world!

About the Role

As a Customer Reliability Engineer (CRE) at Soracom, you will play a key role in driving customer anxiety to zero. Working closely with a team that is as passionate about IoT as you are, you will help customers build their IoT solutions, solving real-world problems and shaping the future of this rapidly-growing industry.

You will own the customer support experience: investigating issues, crafting accurate responses, and guiding customers to resolution, while leveraging AI and collaborating with internal experts. For complex cases and mission-critical environments, you will bring the judgment, technical depth, and empathy that only a person can deliver. You will also help improve the overall customer experience by strengthening knowledge foundations, support systems, and channeling customer feedback into product improvements.

Key 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

• 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.

Desirable Experience and Skills

• 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

Who you are

• 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.

Location

Fully remote within the United States.

Benefits

• Flexible work environment - work from wherever you want - as long as you have a great internet connection
• 401K with company match
• Health Insurance
• Generous PTO plan with additional sick days
• Technology budget - work with the most up-to-date tools available
• Skills-based promotion - be promoted based on your ability to perform instead of your tenure or how many hours you put in
• An environment where you’ll learn more in 6 months than you would typically in several years at another company
• A truly rewarding culture, working with individuals from across the world who are at the very top of their game

Our DNA

We are a publicly traded company with a start-up mindset leveraging the power of cutting-edge technologies to impact the world. Our team of outstanding professionals is equipped with the following qualities:

• Self-motivated, autonomous and hands-on
• Quick to adapt to new things and flexible
• Respectful of others, and with integrity
• Tech-savvy and inquisitive