The Hologram Company

Accountant

• Own the monthly close process, including journal entries and balance sheet reconciliations, and partner cross functionally to ensure accurate recording of monthly revenue (ASC 606) and inventory (ASC 330).
• Research emerging accounting and reporting issues to ensure compliance with U.S. GAAP
• Lead Accounting process improvement initiatives as the company grows, including ongoing development of Standard Operating Procedures (SOPs) and identification of automation opportunities
• Partner with business units to ensure financial accountability and provide insights to drive business performance
• Assist with NetSuite implementation and ongoing optimization of systems, with an eye toward responsible adoption of automation and AI as the company scales.
• Take on new responsibilities as the organization grows and evolves
• Lead Accounts Receivable operations including collections and resolution of customer billing inquiries and issues
• Review bills in Bill.com and partner cross-functionally to support Accounts Payable workflows
• Review and QC customer contracts and MSAs to verify revenue and usage billing accuracy prior to recording
• Support corporate income tax compliance with the Accounting Manager and outside preparers
• Assist with audit readiness and preparation of audit requests and inquiries
• Assist with sales and use tax compliance and filings across all selling platforms.
• Prepare and file annual 1099 reports

Solutions Engineer

• Execute successful customer onboarding, partnering cross-functionally to ensure seamless deployment
• Guide customers through SIM provisioning, device configuration, and connectivity setup
• Diagnose and resolve SIM, device, and network-level connectivity issues in collaboration with internal teams
• Own Level 2 (L2) support escalations, ensuring timely resolution and clear communication with customers
• Work hand-in-hand with customers to scope, debug, and resolve technical challenges throughout the deployment lifecycle
• Understand a wide variety of customer use cases, and align technical solutions with both business and functional requirements
• Escalate complex or systemic issues while maintaining ownership and customer trust
• Maintain and improve internal tooling, including AI-driven support tools and Documentation (internal and external).
• Advocate for customers internally, surfacing product gaps, technical pain points, and feedback to improve the overall platform experience

Solutions Engineer I

• 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

Accountant

Solutions Engineer I

Senior Manager, Solutions Engineering