Customer Reliability Engineer

🕒 5 days ago

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

⛑ DevOps & Site Reliability Engineer (SRE)

👻 Ghost score 11%

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SORACOM

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2015

Soracom is a global provider of smart IoT connectivity, offering cloud-native wireless service designed specifically for the needs of connected devices.

📋 Description

• 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 • Own the customer support experience by investigating issues, crafting accurate responses, and guiding customers to resolution • Collaborate with internal experts on complex cases and mission-critical environments • Strengthen knowledge foundations and support systems • Channel customer feedback into product improvements

🎯 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 with cloud services (AWS, Azure, Google Cloud, etc.) or cellular network technologies • Experience with Linux-based operating systems and CLI environments • 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 • Ability to maintain working hours aligned with the Mountain or Pacific time zone, regardless of geographic location. • Experience with ticketing systems like Zendesk • 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 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 • Professional working proficiency in Spanish

🏖️ Benefits

• Flexible work environment - work from wherever you want - as long as you have a great internet connection • 401K with company match • Health Insurance • Generous PTO plan with additional sick days • Technology budget - work with the most up-to-date tools available • Skills-based promotion - be promoted based on your ability to perform instead of your tenure or how many hours you put in • An environment where you’ll learn more in 6 months than you would typically in several years at another company • A truly rewarding culture, working with individuals from across the world who are at the very top of their game

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