Customer Reliability Engineer

SORACOM

3d•Remote

About The Position

Soracom is seeking a Customer Reliability Engineer to help customers build IoT solutions and resolve technical challenges using the Soracom platform. The role owns the customer support experience, from investigating issues and crafting accurate responses to guiding customers toward resolution. The engineer works with internal experts and AI, applying technical judgment and empathy to complex cases and mission-critical environments. The role also contributes to better customer experiences by strengthening support systems and knowledge resources and communicating customer feedback and suggestions for product improvements. This is a fully remote role within the United States, with working hours aligned to the Mountain or Pacific time zone regardless of geographic location. The position involves collaborating with customers and colleagues across cultures and time zones in a fast-paced, occasionally ambiguous environment.

Requirements

At least 3 years of experience providing technical support.
Outstanding written and verbal English communication skills, including email and phone communication.
Basic networking knowledge, including TCP/IP, SSL/TLS, DNS, and HTTP.
Experience with cloud services such as AWS, Azure, or Google Cloud, or with cellular network technologies.
Experience with Linux-based operating systems and CLI environments.
Professional experience using AI and the ability to critically evaluate its outputs.
Experience working remotely in a multicultural environment using online communication tools such as Slack or MS Teams.
Ability to maintain working hours aligned with the Mountain or Pacific time zone, regardless of geographic location.

Nice To Haves

Experience with ticketing systems such as Zendesk.
Experience with hardware and gadgets such as Raspberry Pi, Jetson, or Arduino.
Experience building web applications, including Linux servers and web services, or experience with programming and scripting such as Python or JavaScript.
Experience with AI agent development, prompt engineering, or RAG-based systems.
Experience maintaining technical documentation, knowledge bases, or tutorials.
Experience working in a technology start-up environment.
Experience working with globally distributed teams across multiple time zones.
Professional working proficiency in Spanish.
Passion for IoT and interest in what developers can create with it.
Interest or familiarity with IoT domains such as autonomous vehicles, smart homes, agriculture, or manufacturing.

Responsibilities

Provide technical support to users implementing the Soracom platform in 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 and present suggestions for improving Soracom's platform services.