Customer Reliability Engineer (Fully Remote)
About Soracom
Soracom was founded in 2014 by AWS veterans with a clear vision to build a more connected world. Today, Soracom serves over 8,000 customers and connects over eight million devices worldwide, delivering connectivity for the Internet of Things (IoT) powered by the speed and scale of the cloud. Headquartered in Tokyo with offices in the US and UK, Soracom is now building out a global team to continue the company's rapid growth.
Soracom is an Equal Opportunity Employer and we take pride in the diversity of our employees, valuing the special experience and expertise that people from different backgrounds bring to our business. The ability to develop ground-breaking technologies is one of our key assets and our people make it happen. Come and join Soracom to create the transformative technology that enables our customers to engineer a better world!
Desired Qualities
With over a decade of experience and the power of cutting-edge technology, we continue to embrace the agility, innovation, and entrepreneurial spirit. We believe our success is driven by a team of curious, action-oriented individuals who thrive in a fast-moving and global environment.
In addition to strong professional expertise, we look for people who:
- Take ownership and work autonomously with a hands-on mindset.
- Adapt quickly to change and stay flexible in new situations.
- Approach others with integrity, empathy, and mutual respect.
- Stay curious and informed about new technologies and trends.
About the Role
As a Customer Reliability Engineer (CRE) at Soracom, you will play a key role in driving customer anxiety to zero. Working closely with a team that is as passionate about IoT as you are, you will help customers build their IoT solutions, solving real-world problems and shaping the future of this rapidly-growing industry.
You will own the customer support experience: investigating issues, crafting accurate responses, and guiding customers to resolution, while leveraging AI and collaborating with internal experts. For complex cases and mission-critical environments, you will bring the judgment, technical depth, and empathy that only a person can deliver. You will also help improve the overall customer experience by strengthening knowledge foundations, support systems, and channeling customer feedback into product improvements.
Key Responsibilities
- 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