[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 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.

Requirements

• 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.

Benefits

• Fully remote within the United States.
• 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.

Company Description

Soracom was founded in 2015 by AWS veterans with a clear vision, making things happen for a world that works together. Today, Soracom serves over 20,000 customers and connects millions of devices worldwide, delivering cellular connectivity for the Internet of Things (IoT) powered by the speed and scale of the cloud and AI. With remote teams across Japan, Europe, and the US, Soracom is continuing to expand its global team to keep pace with the company's rapid growth.

Soracom is an Equal Opportunity Employer and we take pride in the diversity of our employees, valuing the experience and expertise that people from different backgrounds bring to our business. The ability to develop ground-breaking technologies is one of our key assets and our people make it happen. Come and join Soracom to create the transformative technology that enables our customers to engineer a better world!