Solutions Engineer II

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

📋 Description

• Take charge of customer onboarding from start to finish, including SIM provisioning and device configuration through to a seamless and stable production launch.

• Identify and troubleshoot SIM, device, and network connectivity challenges throughout the deployment process.

• Manage Level 2 escalations and collaborate with engineering to address systemic issues.

• Drive automation initiatives by pinpointing and removing inefficient manual processes.

• Enhance and automate the technical onboarding process from SIM order intake to provisioning and connectivity setup.

• Automate account health monitoring and alerts for the Account Management team.

• Develop and maintain internal tools, including AI-driven support tools, as well as related internal and external documentation.

• Act as an advocate for customers by highlighting product shortcomings and technical challenges to product and engineering teams.

• Create runbooks and delegate tasks so Solutions Engineers can finalize build tickets.

• Expand automation efforts across SIM order intake, billing configuration and reconciliation, and renewal management in collaboration with Revenue Operations and the account team.

⛳️ Requirements

• Minimum of 5 years in a customer-facing technical position, with responsibility for customer onboarding through to production.

• Comprehensive understanding of cellular networks, IoT devices, various Radio Access Technologies (RATs), and communication protocols such as TCP/IP, UDP, and MQTT.

• Proficiency in scripting languages such as Python or Ruby, SQL, and REST APIs.

• Proven experience in creating automations or integrations with real operational workflows.

• Familiarity with applying AI tools to support, onboarding, or operational workflows.

• Excellent written and verbal communication skills, with the ability to convey complex technical concepts to non-technical audiences.

• Quick learner with the ability to adapt to new technologies and technical concepts.

• Capability to work independently across diverse technical challenges and to define methodologies where established processes are lacking.

• Experience with Salesforce or a similar CRM, and understanding of how record hygiene impacts downstream reporting (preferred).

🏝️ Benefits

• New hire equity grant (RSUs).

• Equity available to all employees.

• Flexible health coverage (up to 100% for employees, 95% for dependents).

• Unlimited PTO with a requirement of 2 weeks mandatory time off.

• Monthly mental health days.

• 14 weeks of paid parental leave.

• $1,000 hiring bonus.

• $250/month taxable Work-From-Home stipend.

• Life and disability insurance fully covered.

• 401(k) plan.

• Professional Development Fund available after one year.

• Remote-first work environment.