Customer Reliability Engineer

SORACOM

. Provide technical support to users who are implementing the Soracom platform in their IoT solutions .

Posted 10/24/2026full-timeRemote • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in providing technical support for IoT solutions, with strong capabilities in cloud services, network knowledge, and technical documentation. Proficient in collaborating with diverse teams and utilizing AI technologies to enhance customer experiences.

Highest-signal resume keywords

Technical Support ExperienceCloud Services (AWS, Azure, Google Cloud)Linux-Based Operating SystemsAI Utilization in Professional SettingsOutstanding English Communication Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical SupportNetwork Knowledge (TCP/IP, SSL/TLS, DNS, HTTP)Web Application Development (Linux Servers, Web Services)Programming (Python, JavaScript)AI Agent DevelopmentTechnical Documentation MaintenanceTicketing Systems (Zendesk)Hardware Experience (Raspberry Pi, Jetson, Arduino)ScriptingPrompt Engineering

Soft Skills

Customer Support OwnershipCollaborationFeedback CollectionProblem-SolvingMulticultural Communication

Tools & Technologies

SlackMS TeamsAI TechnologiesCloud PlatformsTicketing Systems

Industry Keywords

IoT SolutionsTech Start-Up EnvironmentRemote WorkGlobally Distributed TeamsCustomer-Facing Responses

Tech Stack

Tools & technologies

AWSAzureCloudDNSIoTJavaScriptLinuxPythonTCP/IP

About the role

Key responsibilities & impact

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
Own the customer support experience by investigating issues, crafting accurate responses, and guiding customers to resolution
Collaborate with internal experts on complex cases and mission-critical environments
Strengthen knowledge foundations and support systems
Channel customer feedback into product improvements

Requirements

What you’ll need

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.
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

Comp & perks

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