Customer Reliability Engineer

SORACOM

Customer Reliability Engineer providing technical assistance for IoT solutions at Soracom. Collaborating with customers and internal teams to enhance user experience and resolve issues.

Posted 4/20/2026full-timeRemote • 🇬🇧 United KingdomMid-LevelSeniorWebsite

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

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 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

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

technical supportnetwork knowledgeAI experienceticketing systemscellular network infrastructurehardware experienceweb applicationsprogrammingscriptingcloud services

Soft Skills

communication skillscustomer feedback collectionmulticultural environment experienceownership of qualitysuggestion presentation