Customer Reliability Engineer
SORACOM
full-time
Posted on:
Location Type: Remote
Location: United Kingdom
Visit company websiteExplore more
About the role
- 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
Requirements
- 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
- **Desirable Experience and Skills**
- Experience with ticketing systems like Zendesk
- Basic understanding of cellular network infrastructure
- 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 cloud services (AWS, Azure, Google Cloud, Cloudflare, 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
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 contributions
- A truly rewarding culture - work with individuals from across the world who are at the very top of their game
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
technical supportnetwork knowledgeAI experienceticketing systemscellular network infrastructurehardware experienceweb applicationsprogrammingscriptingcloud services
Soft Skills
communication skillscustomer feedback collectionmulticultural environment experienceownership of qualitysuggestion presentation