Customer Reliability Engineer, Soracom

• Take ownership and work autonomously with a hands-on mindset
• Adapt quickly to change and stay flexible in new situations
• Approach others with integrity, empathy, and mutual respect
• Stay curious and informed about new technologies and trends
• 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
• You are passionate about IoT and excited about what developers can bring into the world
• You take great satisfaction in helping others overcome technical challenges
• You enjoy interacting with a variety of customers and colleagues across cultures and time zones
• 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 are self-motivated, eager to develop your skills while exploring new technologies, such as AI
• You think critically about information, whether from AI or other sources, and take ownership of the accuracy of your work
• You are familiar with working remotely and excel at online communication and collaboration
• You thrive in a fast-paced environment with occasional ambiguity, ready to tackle challenges as they come
• You believe that teams succeed more when they work together, and prize mutual respect with your coworkers
• 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

Desirable

• 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, while leveraging AI and collaborating with internal experts
• For complex cases and mission-critical environments, you will bring the judgment, technical depth, and empathy that only a person can deliver
• You will also help improve the overall customer experience by strengthening knowledge foundations, support systems, and channeling customer feedback into product improvements
• Provide technical support to users who are implementing the Soracom platform in their IoT solutions
• Work with engineers and AI to investigate and resolve technical issues, 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
• Collect customer feedback as well as present your own suggestions for ways to improve Soracom's platform services