Customer Reliability Engineer

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 & Qualifications

• 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 & Perks

• 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