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

Requirements

Solid understanding of cellular networks, IoT devices, various Radio Access Technologies (RATs), and communication protocols (e.g., TCP/IP, UDP, MQTT)
2+ years in a customer-facing technical role (e.g., Solutions Engineer, Technical Support Engineer or Technical Consultant)
Experience working with scripting languages (e.g., Python or Ruby), SQL, and REST APIs
Strong written and verbal communication skills, with the ability to explain complex technical topics to non-technical audiences
A strong customer-centric mindset with a focus on solving problems and driving value
Proven ability to quickly learn and adapt to new technologies and technical concepts

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 $250/month taxable Work-From-Home stipend
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

cellular networksIoT devicesRadio Access Technologiescommunication protocolsTCP/IPUDPMQTTscripting languagesPythonSQL

Soft Skills

customer-centric mindsetproblem-solvingcommunication skillsadaptabilitycollaborationownershiptrust-buildingdebuggingtechnical explanationcross-functional partnership