Customer Success Engineer / Architect

SORACOM•Phoenix, AZ

9h•Remote

About The Position

Soracom is seeking a Customer Success Engineer / Architect to serve as the technical counterpart to our Customer Success Managers (CSMs) for strategic and high-growth accounts. This role is focused on post-sales technical engagement, with the primary objective of diving deep into existing customer deployments, understanding technical architectures and market environments, and driving retention and net revenue expansion. In this role, you will partner closely with customers to optimize their use of Soracom services, identify new opportunities for value creation, and expand overall share of wallet. You will act as a trusted technical advisor, solution architect, and strategic partner to customers operating in complex IoT environments across industries such as healthcare, energy, logistics, and industrial sectors. This position requires strong technical fluency combined with business awareness. You should be comfortable translating architectural recommendations into measurable business outcomes, helping customers achieve both technical success and commercial value. Success in this role will be measured by customer satisfaction, retention, and growth, including up-selling and cross-selling opportunities, as well as your contribution to broader sales and business objectives.

Requirements

7+ years of experience in IoT, networking, cloud architecture, or cellular connectivity in customer-facing roles
Strong ability to explain complex technical concepts clearly to both technical and non-technical audiences
Solid technical foundation in networking, cloud, and/or software development
Demonstrated problem-solving and troubleshooting skills in complex systems and environments
Ability to manage multiple priorities and work effectively across parallel customer engagements
Strong interpersonal and communication skills, with experience collaborating across diverse and global teams
Curiosity and a continuous learning mindset, with a willingness to explore new technologies and approaches
Experience using AI tools to improve personal productivity and enhance customer engagement
Excellent written, verbal, and presentation skills
Willingness to travel as needed
Bachelor’s degree in Computer Science or equivalent practical experience

Nice To Haves

Experience working within IoT ecosystems, including device, connectivity, and cloud integration
Experience developing or integrating both hardware and software solutions
Familiarity with public cloud platforms and services such as AWS, Azure, or GCP
Experience configuring and working with cellular hardware, including modules and gateways
Strong understanding of network infrastructure concepts, including routing, switching, and firewalls
Experience with APIs, system integrations, and data flow between distributed systems
Familiarity with cellular technologies such as LTE, 5G, and eSIM
Experience in solution architecture, technical consulting, or similar customer-facing engineering roles

Responsibilities

Partner with Customer Success Managers (CSMs) to support and grow assigned strategic accounts
Own the technical success and ongoing optimization of customer deployments
Develop a deep understanding of customer architectures, device deployments, and connectivity models
Serve as a trusted technical advisor to customer engineering and product teams
Lead technical discovery, demos, and presentations, adapting in real time to customer requirements
Support solution-focused discussions for both existing account expansion
Identify and drive expansion opportunities and support renewals through strong technical guidance
Help customers adopt additional Soracom capabilities to increase long-term value and platform usage
Proactively identify optimization opportunities and architectural improvements
Troubleshoot complex connectivity and system issues in collaboration with internal teams
Translate customer pain points into clear technical and business-aligned solutions
Communicate customer feedback and requirements to product and engineering teams
Collaborate cross-functionally to align customer needs with product direction and delivery
Contribute to internal best practices and reusable assets to scale customer success efforts
Collect and share competitive insights to inform product strategy

Benefits

Access to modern tools, a dedicated technology budget, and leading AI platforms to help you innovate, learn, and do your best work
Opportunities for rapid learning, professional development, and career growth through exposure to complex, real-world customer challenges
Skills-based career progression, with advancement based on impact, contribution, and performance rather than tenure
Collaborative, globally distributed team environment with experienced and highly capable colleagues across the US, Europe, and Japan
Comprehensive health benefits including medical, dental, and vision coverage
Retirement benefits, including a 401(k) plan and company match
Life insurance, including basic, voluntary, and AD&D coverage
Paid time off, including vacation, sick leave, volunteer time and company-observed holidays
Family-friendly benefits, including maternity, paternity, and parental leave
Short-term and long-term disability benefits
Employee stock option program