Customer Reliability Engineer

Join Soracom as a Customer Reliability Engineer (CRE) and play a key role in driving customer anxiety to zero. You will own the customer support experience, investigate issues, craft accurate responses, and guide customers to resolution. You will also help improve the overall customer experience by strengthening knowledge foundations, support systems, and channeling customer feedback into product improvements. Enjoy a flexible work environment, skills-based promotion, and the opportunity to work with a truly international team.

• Investigate issues, craft accurate responses, and guide customers to resolution while leveraging AI and collaborating with internal experts.
• Provide technical support to users implementing the Soracom platform in their IoT solutions, 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.

• You are familiar with working remotely and excel at online communication and collaboration
• Ability to maintain working hours aligned with the Mountain or Pacific time zone, regardless of geographic location
• Experience with ticketing systems like Zendesk
• You believe that teams succeed more when they work together, and prize mutual respect with your coworkers
• Experience building web applications (Linux servers, web services, etc.), or experience with programming and scripting (Python, JavaScript, etc.)
• Experience working with globally distributed teams across multiple time zones
• Experience with hardware and gadgets (Raspberry Pi, Jetson, Arduino, etc.)
• Experience with AI agent development, prompt engineering, or RAG-based systems
• You thrive in a fast-paced environment with occasional ambiguity, ready to tackle challenges as they come
• 3+ years of experience providing technical support
• You are passionate about IoT and excited about what developers can bring into the world
• You think critically about information, whether from AI or other sources, and take ownership of the accuracy of your work
• Professional working proficiency in Spanish
• Experience with cloud services (AWS, Azure, Google Cloud, etc.) or cellular network technologies
• You take great satisfaction in helping others overcome technical challenges
• Experience using AI in a professional setting, with the ability to critically evaluate its outputs
• Experience working in a tech start-up environment
• Experience with Linux-based operating systems and CLI environments
• Experience maintaining technical documentation, knowledge bases, or tutorials
• You are familiar with or have a strong interest in specific domains related to IoT, such as autonomous vehicles, smart homes, agriculture, or manufacturing
• You enjoy interacting with a variety of customers and colleagues across cultures and time zones
• You are self-motivated, curious, and eager to develop your skills while exploring new technologies, such as AI
• Outstanding English written and verbal communication skills (email, phone, etc.)
• You are excited about the opportunity to work with a truly international team, bridging time zones and cultures, as part of a global company with colleagues and customers from all over the world
• Basic network knowledge (TCP/IP, SSL/TLS, DNS, HTTP, etc.)
• Experience working remotely in a multicultural environment using online communication tools like Slack or MS Teams