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Customer Reliability Engineer (Fully Remote)

1 week, 3 days ago
Mauritius, United Kingdom, Bulgaria, Poland, Portugal, Romania
Full-time
Junior
Technical Support Engineer
Technical Writing and Documentation
Arduino AWS Azure Cloudflare DNS GCP HTTP IoT JavaScript Linux Python Raspberry Pi TCP/IP
Apply Now
Soracom

Soracom

Soracom provides a cloud-based IoT connectivity platform that enables tech innovators to securely connect and manage devices over a global cellular network, facilitating scalable deployments of IoT devices and M2M sensors worldwide.

Diversified Telecommunication Services
51-250
Founded 2014
View All Jobs 3

Description

  • Provide technical support to customers implementing the Soracom platform in their IoT solutions.
  • Investigate technical issues with engineers and AI, and resolve them while owning the quality of customer-facing responses.
  • Guide customers through issue resolution with accurate, empathetic communication.
  • Publish and maintain documentation, knowledge bases, blogs, and other technical resources that improve customer self-service.
  • Collect customer feedback and share suggestions to improve Soracom's platform services.
  • Collaborate with internal experts to handle complex and mission-critical customer cases.
  • Help strengthen support systems and knowledge foundations to improve the overall customer experience.

Requirements

  • 3+ years of experience providing technical support.
  • Outstanding written and verbal English communication skills for email, phone, and other channels.
  • Basic network knowledge, including TCP/IP, SSL/TLS, DNS, and HTTP.
  • Experience using AI in a professional setting, with the ability to critically evaluate outputs.
  • Experience working remotely in a multicultural environment using tools like Slack or MS Teams.
  • Experience with ticketing systems such as Zendesk (desirable).
  • Basic understanding of cellular network infrastructure (desirable).
  • Experience with hardware and gadgets such as Raspberry Pi, Jetson, or Arduino (desirable).
  • Experience building web applications or using programming and scripting languages such as Python or JavaScript (desirable).
  • Experience with cloud services such as AWS, Azure, Google Cloud, or Cloudflare (desirable).
  • Experience with AI agent development, prompt engineering, or RAG-based systems (desirable).
  • Experience maintaining technical documentation, knowledge bases, or tutorials (desirable).
  • Experience working in a tech start-up environment or with globally distributed teams across multiple time zones (desirable).

Benefits

  • Fully remote work from anywhere with a strong internet connection.
  • Flexible work hours to support productivity and work-life balance.
  • Technology budget to use up-to-date tools.
  • Skills-based promotion based on contributions.
  • A collaborative, globally distributed culture with colleagues from around the world.

Interested in this position?

Apply directly on the company website

Apply Now

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