Customer Reliability Engineer

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver technical assistance to users implementing the Soracom platform in their IoT applications.

• Collaborate with engineers and AI to diagnose and resolve technical challenges, ensuring high-quality responses for customers.

• Create and maintain documentation, knowledge bases, blogs, and other technical resources to educate customers and enhance self-service capabilities.

• Gather customer feedback and contribute your own ideas for improving Soracom's platform services.

• Manage the customer support experience by investigating issues, formulating precise responses, and guiding customers to resolutions.

• Work closely with internal experts on intricate cases and mission-critical environments.

• Enhance knowledge foundations and support systems.

• Transform customer feedback into actionable product enhancements.

⛳️ Requirements

• Over 3 years of experience in providing technical support.

• Exceptional written and verbal communication skills in English (email, phone, etc.).

• Fundamental understanding of networking concepts (TCP/IP, SSL/TLS, DNS, HTTP, etc.).

• Familiarity with cloud services (AWS, Azure, Google Cloud, etc.) or cellular network technologies.

• Proficiency with Linux-based operating systems and command-line interfaces.

• Experience utilizing AI in a professional context, with the capability to critically assess their outputs.

• Background in remote work within a multicultural setting, using online communication tools like Slack or MS Teams.

• Willingness to maintain working hours that align with the Mountain or Pacific time zones, irrespective of geographic location.

• Experience with ticketing systems such as Zendesk.

• Familiarity with hardware and gadgets (Raspberry Pi, Jetson, Arduino, etc.).

• Experience in developing web applications (Linux servers, web services, etc.) or programming and scripting (Python, JavaScript, etc.).

• Knowledge of AI agent development, prompt engineering, or RAG-based systems.

• Experience in maintaining technical documentation, knowledge bases, or tutorials.

• Background in a tech start-up environment.

• Experience collaborating with globally distributed teams across various time zones.

• Professional working proficiency in Spanish.

🏝️ Benefits

• Flexible work environment - work from anywhere as long as you have a reliable internet connection.

• 401K with company matching.

• Health insurance coverage.

• Generous PTO plan with additional sick leave.

• Technology budget - utilize the latest tools available.

• Skills-based promotions - advance based on your performance rather than tenure or hours worked.

• An environment where you'll gain more knowledge in six months than you would typically in several years at another company.

• A truly rewarding culture, collaborating with individuals from around the world who excel in their fields.