Solutions Engineer II

Hologram • Only, TN

10d • $135,000 - $150,000 • Remote

About The Position

The Solutions Engineering team owns the customer relationship after the sale, from first deployment through every connectivity issue that follows. This role covers onboarding, troubleshooting across SIM, device, and network issues, hands-on L2 escalation work, and building the automation and internal tooling the team runs on. It's the first technical relationship a new customer has with Hologram, and the one that keeps their deployment live.

Requirements

• 5+ years in a customer-facing technical role (e.g., Solutions Engineer, Technical Support Engineer, or Technical Consultant), including ownership of customer onboarding through to production
• Solid understanding of cellular networks, IoT devices, various Radio Access Technologies (RATs), and communication protocols (e.g., TCP/IP, UDP, MQTT)
• Experience working with scripting languages (e.g., Python or Ruby), SQL, and REST APIs
• A track record of building automations or integrations against real operational workflows, not just using them
• Experience applying AI tooling to real support, onboarding, or operational workflows
• Strong written and verbal communication skills, with the ability to explain complex technical topics to non-technical audiences
• Proven ability to quickly learn and adapt to new technologies and technical concepts
• Comfortable working independently across a wide range of technical problems, and defining your own approach on work that has no established process yet

Nice To Haves

• Familiarity with Salesforce or a comparable CRM, and how record hygiene affects downstream reporting

Responsibilities

• Own customer onboarding end to end, from SIM provisioning and device configuration through to a deployment that is live and stable in production
• Diagnose and resolve SIM, device, and network-level connectivity issues across the full deployment lifecycle, including L2 escalations, partnering with engineering on anything systemic
• Lead the team's automation work: find the manual work worth removing, then build it away
• Improve and automate the technical onboarding process, from SIM order intake through provisioning and connectivity setup, as new customers come through it
• Automate account-health monitoring and alerting for Account Management team
• Maintain and expand internal tooling, including AI-driven support tooling, along with the internal and external documentation behind it
• Advocate for customers internally, surfacing product gaps and technical pain points to product and engineering
• Write the runbooks and hand the work off, so any Solutions Engineer can pick up a build ticket and finish it
• Extend automation across the rest of the post-sale path: SIM order intake, billing configuration and reconciliation, and renewal admin, partnering with Revenue Operations and the account team

Benefits

• Competitive compensation
• Equity with transparent salary and equity formulas
• Flexible health coverage (up to 100% employee, 95% dependents)
• Unlimited PTO with 2 weeks mandatory
• Monthly mental health days
• 14 weeks paid parental leave
• $1,000 hiring bonus
• $250/month taxable Work-From-Home stipend
• Life and disability insurance fully covered
• 401(k) plan
• Professional Development Fund after one year

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed