[Hiring] Customer Reliability Engineer @SORACOM

Role Description

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.
• Leveraging AI and collaborating with internal experts.
• Bringing judgment, technical depth, and empathy to complex cases and mission-critical environments.
• Improving the overall customer experience by strengthening knowledge foundations, support systems, and channeling customer feedback into product improvements.

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 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.

Requirements

• Experience with ticketing systems like Zendesk.
• Basic understanding of cellular network infrastructure.
• 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 cloud services (AWS, Azure, Google Cloud, Cloudflare, 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.

Benefits

• Fully remote work environment.
• Flexible work environment - work from wherever you want - as long as you have a great internet connection.
• Flexible work hours - work when you’re the most productive and when it is best for you to achieve a work-life balance.
• Technology budget - work with the most up-to-date tools available.
• Skills-based promotion - be promoted based on your contributions.
• A truly rewarding culture - work with individuals from across the world who are at the very top of their game.