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

Requirements

5+ years leading technical teams supporting post-sales IoT, telecom, or cellular connectivity solutions
Deep understanding of cellular networks, IoT devices, RATs, and communication protocols (TCP/IP, UDP, MQTT)
Strong technical skills with SQL and scripting languages (Python or Ruby)
Experience coaching and managing engineers across different experience levels and technical capabilities
Hands-on experience with LLMs and AI support tools, including knowledge base optimization and bot performance improvement
Strong background in customer-facing technical roles within IoT or telecom
Skilled at converting customer insights into actionable product requirements and business cases
Outstanding communication skills across technical and non-technical audiences
Experience leveraging data and analytics to optimize processes and guide strategic decisions

Benefits

Competitive compensation: All employees receive equity with transparent salary and equity formulas across the team
Health & time off: Flexible health coverage (up to 100% employee, 95% dependents), unlimited PTO with 2 weeks mandatory, monthly mental health days, and 14 weeks paid parental leave
Remote work support: $1,000 hiring bonus plus monthly taxable WFH stipend to help support your WFH needs ($250).
Financial security: Life and disability insurance fully covered, 401(k) plan, and Professional Development Fund after one year

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

SQLPythonRubycellular networksIoT devicesRATscommunication protocolsdata analyticsAI support toolsknowledge base optimization

Soft Skills

leadershipcustomer empathycontinuous learningcommunicationcoachingcollaborationstrategic planningproblem-solvingworkload managementcustomer insights