Customer Reliability Engineer

About Soracom

Soracom was founded in 2015 by AWS veterans with a clear vision of creating a better world by democratizing IoT technology, connecting all people and things, and accelerating innovations. Today, we are one of the key players in the field, serving over 20,000 customers and connecting more than two million devices around the world. Powered by the speed and scalability of the cloud, we deliver worldwide connectivity for the Internet of Things (IoT) to empower the creators of today to build the innovation of tomorrow.

Soracom is a family of nearly 100 individuals working remotely across 5 continents with regional hubs in Tokyo, London, and Seattle. Soracom is an Equal Opportunity Employer and we take pride in the diversity of our employees, valuing the experience and expertise brought by people from different backgrounds. By welcoming diversity, our people are able to continuously discover creative new ideas, which has given us the ability to develop ground-breaking technologies. If you are also passionate about creating the type of transformative technology that will enable innovators to design and build a better world, come and join us!

Our DNA

We are a scaling start-up leveraging the power of cutting-edge technologies to impact the world. Our team of outstanding professionals is equipped with the following qualities:

• Self-motivated, autonomous and hands-on

• Quick to adapt to new things and flexible

• Respectful of others, and with integrity

• Tech-savvy and inquisitive

About the Role

As a Customer Reliability Engineer (CRE) at Soracom, you will play the key role to optimise our customer experience and drive customer anxiety to zero. Working closely with a team that is as passionate about IoT as you are, you will be in the front line to support our customers to build their IoT solutions, solving real-world problems and shaping the future of this rapidly-growing industry. You will be highly regarded by our customers, from startups to multinational enterprises, as their first and sometimes only source of in-depth technical expertise and support. While working directly with customers and collaborating with our internal experts, you will further develop proactive ways to mitigate common pain points, strengthen available resources, and boost the overall Soracom experience.

Key Responsibilities

• Provide technical support to users who are implementing the Soracom platform in their embedded applications, web services, cloud computing, and other related technologies
• Educate customers on the value proposition of the Soracom platform
• Provide architectural guidance to users who are scaling their applications
• Work with engineers to investigate recurring technical issues
• Collect customer feedback as well as present your own suggestions for ways to improve Soracom’s platform services
• Collaborate with other CREs and solutions architects to publish blogs, tutorials, and other documentation related to IoT architecture

Requirements

Key Requirements

• 2-4 years of experience providing technical support
• Experience with online communication tools like Slack or MS Teams
• Experience with ticketing systems like Zendesk
• Experience building web applications (Linux servers, web services, architecture, etc.), or experience with programming and scripting (Python, JavaScript, shell scripts, etc.)
• Outstanding English written and verbal communication skills (email, phone, etc.)
• Basic network knowledge (TCP/IP, SSL/TLS, DNS, HTTP, Wireshark, etc.)
• Experience with cloud services (AWS, Azure, Google Cloud, etc.)

Desirable Experience and Skills

• Experience with live troubleshooting or support
• Basic understanding of cellular network infrastructure
• Experience working with an IoT ecosystem, such as designing or auditing system architecture using a combination of technologies (cloud services, maker electronics, sensors, etc.)
• Experience with hardware and gadgets (Raspberry Pi, Jetson, Arduino, etc.)
• Experience writing technical blogs, tutorials, or other documentation
• Experience providing technical support in pre-sales engagements
• Experience working remotely in a multicultural environment
• Experience working in a tech start-up like environment
• Fluency in additional languages besides English and French

Who you are

• 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 have some knowledge of networking technologies and protocols, cloud services, and embedded devices.
• 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 have a natural affinity for all things about technology.
• You are self-motivated, eager to develop your skills while playing with new technologies.
• You are familiar with working remotely and excel at online communication and collaboration.
• You thrive in a fast-paced environment with swift decision making.
• You are comfortable with occasional ambiguity, ready to quickly tackle challenges as they come and measure each day by how much value you created.
• 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.

Benefits

Benefits

• Flexible work environment - work from wherever you want - as long as you have a great internet connection
• Flexible work hours - work when you’re the most productive and when it is best for you to achieve a work-life balance
• 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