Customer Success Engineer / Architect

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

📋 Description

• Collaborate with Customer Success Managers (CSMs) to nurture and expand assigned strategic accounts.

• Take ownership of the technical success and continual optimization of customer deployments.

• Cultivate an in-depth understanding of customer architectures, device implementations, and connectivity models.

• Act as a reliable technical advisor to customer engineering and product teams.

• Lead technical discovery sessions, demonstrations, and presentations, adapting in real-time to customer requirements.

• Facilitate solution-oriented discussions for both existing account growth.

• Identify and pursue expansion opportunities while supporting renewals through robust technical guidance.

• Assist customers in adopting additional Soracom capabilities to enhance long-term value and platform utilization.

• Proactively pinpoint optimization opportunities and architectural enhancements.

• Diagnose complex connectivity and system challenges in collaboration with internal teams.

• Convert customer pain points into well-defined technical and business-aligned solutions.

• Relay customer feedback and requirements to product and engineering teams.

• Work cross-functionally to align customer needs with product direction and delivery.

• Contribute to internal best practices and reusable resources to scale customer success initiatives.

• Gather and share competitive insights to inform product strategy.

⛳️ Requirements

• Over 7 years of experience in IoT, networking, cloud architecture, or cellular connectivity in customer-facing roles.

• Proven ability to articulate complex technical concepts clearly to both technical and non-technical audiences.

• Strong technical foundation in networking, cloud services, and/or software development.

• Demonstrated skills in problem-solving and troubleshooting within complex systems and environments.

• Capacity to manage multiple priorities and effectively engage across parallel customer interactions.

• Excellent interpersonal and communication skills, with experience collaborating across diverse and global teams.

• A curious and continuous learner, willing to explore new technologies and methodologies.

• Experience utilizing AI tools to enhance personal productivity and improve customer engagement.

• Outstanding written, verbal, and presentation skills.

• Willingness to travel as necessary.

• Bachelor’s degree in Computer Science or equivalent practical experience.

🏝️ Benefits

• Remote-first work environment for employees located in the United States.

• Flexible scheduling that promotes productivity and work-life balance while accommodating customer needs and team collaboration.

• Access to modern tools, a dedicated technology budget, and leading AI platforms to support innovation, learning, and optimal performance.

• Opportunities for rapid learning, professional development, and career advancement through exposure to complex, real-world customer challenges.

• Skills-based career progression, with promotions based on impact, contribution, and performance rather than tenure.

• Collaborative, globally distributed team environment with experienced and highly skilled colleagues across the US, Europe, and Japan.

• Comprehensive health benefits, including medical, dental, and vision coverage.

• Retirement benefits, including a 401(k) plan with company matching.

• Life insurance options, including basic, voluntary, and AD&D coverage.

• Paid time off, encompassing vacation, sick leave, volunteer time, and company-observed holidays.

• Family-friendly benefits, including maternity, paternity, and parental leave.

• Short-term and long-term disability benefits.

• Employee stock option program.