Senior Manager of Solutions Engineering, Hologram
$190-215k
+ Equity
More information about location
Global cellular IoT connectivity platform
Be an early applicant
Global cellular IoT connectivity platform
21-100 employees
Be an early applicant
$190-215k
+ Equity
More information about location
21-100 employees
Company mission
To make IoT connectivity accessible and effortless for businesses of all sizes.
Role
Who you are
- 5+ years leading technical teams supporting post-sales IoT, telecom, or cellular connectivity solutions
- Deep understanding of cellular networks, IoT devices, RATs, and communication protocols (TCP/IP, UDP, MQTT)
- Strong technical skills with SQL and scripting languages (Python or Ruby)
- Experience coaching and managing engineers across different experience levels and technical capabilities
- Hands-on experience with LLMs and AI support tools, including knowledge base optimization and bot performance improvement
- Strong background in customer-facing technical roles within IoT or telecom
- Skilled at converting customer insights into actionable product requirements and business cases
- Outstanding communication skills across technical and non-technical audiences
- Experience leveraging data and analytics to optimize processes and guide strategic decisions
- Love building and up-skilling teams that solve complex technical problems with real customer impact
- Lead with technical credibility and aren't afraid to roll up your sleeves when your team needs guidance on challenging issues
- Thrive in customer conversations and can translate technical details into clear, actionable guidance
- Thrive working across organizational boundaries with support, sales, product, and engineering teams
- Want to shape how Solutions Engineering evolves in a fast-moving company where your decisions directly impact customer experience and product direction
What the job involves
- The Senior Manager of Solutions Engineering leads our post-sales technical team, responsible for ensuring new customers' IoT deployments successfully get online and stay connected throughout their entire lifecycle
- This role combines people leadership with operational and strategic excellence
- You'll lead a team of Solutions Engineers while optimizing the processes, tools, and systems that enable the team to deliver exceptional customer support, and act as the critical link between customer needs and product development
- Lead and develop a team of 3 Solutions Engineers across T1-T3 support tiers
- Foster a culture of technical excellence, customer empathy, and continuous learning
- Drive strategic improvements within Solutions Engineering, including refining and optimizing support operations, SLAs, and escalation processes as Hologram grows
- Own and drive improvements to key metrics: response times, resolution rates, CSAT, ticket deflection
- Proactively plan and manage workload distribution, and capacity planning across support tiers
- Manage the development and expansion of comprehensive internal and external knowledge bases
- Expand and optimize AI support systems' technical knowledge to improve resolution quality and reduce escalations
- Analyze support data to identify trends across issue types, customer segments, and support patterns
- Translate customer pain points and technical feedback into actionable product improvements
- Partner with Product and Engineering teams to advocate for customer needs and close platform gaps
- Collaborate with Sales on customer onboarding processes and technical handoffs
- Work with Customer Success to improve post-sales lifecycle and reduce time-to-value
Application process
- Intro call (15 min)
- Technical Take-Home Assessment (45-60 min)
- Technical Interview (45 min)
- Cross-Team Interview (45 min)
- Hiring Manager Interview (60 min)
- Executive Interview (20 min)
Our take
Hologram is a cellular platform for Internet of Things (IoT) connectivity. Its platform can connect any device to any network, anywhere. As an example, Hologram enables SIM cards to automatically switch network access to the best coverage across around 500 carriers in over 200 countries.
Industries from transportation and logistics to healthcare and agriculture are quickly adopting IoT technology but often don’t have the resources to do so with transparency or control. Hologram's launched IoT dashboard acts as a trusted partner for customers who are connecting IoT devices, whilst providing analytics for optimizing IoT performance.
Earlier investments, led by Tiger Global, went towards building Hologram’s offices into an inspiring space where employees carry out their best work. Moving forward, Hologram plans to invest in expanding operations and the reach of its business positioning it nicely for a future of success.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 5 rounds)
Dec 2021
$6.8m
SERIES B
Aug 2021
$65m
SERIES B
Total funding: $87.4m
Company benefits
- Comprehensive medical benefits: Hologram offers flexible options — and covers up to 100% of employees' premiums and 95% of dependents' premiums
- Home office setup: Hologram grants a $1,000 hiring bonus to assist employees in setting up a home office that helps them do their best work
- Unlimited paid time off: Rest and recharge with unlimited PTO (2 weeks mandatory), monthly mental health days, 10 holidays, and paid time off to vote and volunteer
- Essential tech: Access all the equipment and gear you need to do your best work at home
- Work/Life balance: Work and life should fit together. We trust our teams to work whenever and wherever works best for them. We also offer 14 weeks paid parental leave
- Planning for the future: Hologram covers all premiums for life and disability insurance and provides a 401(k) plan to help support your future planning
- Flexible for your needs: You're in control. Manage your own monthly budget of up to $200 for home office needs, books and courses, coworking — even coffee
- Investing in you: After one year at Hologram, employees can take advantage of our Professional Development Fund to help grow their skills
Company HQ
Fulton Market District, Chicago, IL
Leadership
Benjamin Forgan
(Co-Founder & CEO)Previously co-founded and served as Managing Director of Foodpanda in Singapore. Experience as Manager of Sales Operations for Groupon Goods and as a Risk Analyst for Digital Sandbox.
Patrick Wilbur
(Co-Founder & CTO)Previously acted as a Supplemental Programmer of Analytics and Sensor Networks for IBM. Experience as a Private Consultant, an Adjunct Instructor of Computer Science at the St. Lawrence University, and as Vice President Director of Information Technology and Security for STA/STV.
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