Customer Reliability Engineer
New
S
SORACOMIoT
United Kingdom. Mauritius. Poland. Romania. Portugal. BulgariaFull-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- English
- Experience
- 3+ years of experience providing technical support
- Required Skills
- AWSPythonArtificial IntelligenceGCPJavascriptAzureLinuxSlackZendesk
Requirements
- 3+ years of experience providing technical support
- Outstanding English written and verbal communication skills
- Basic network knowledge (TCP/IP, SSL/TLS, DNS, HTTP)
- Experience using AI in a professional setting, with the ability to critically evaluate their outputs
- Experience working remotely in a multicultural environment using online communication tools (Slack, MS Teams)
- Experience with ticketing systems like Zendesk (desirable)
- Basic understanding of cellular network infrastructure (desirable)
- Experience with hardware and gadgets (Raspberry Pi, Jetson, Arduino) (desirable)
- Experience building web applications (Linux servers, web services) or programming/scripting (Python, JavaScript) (desirable)
- Experience with cloud services (AWS, Azure, Google Cloud, 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 (desirable)
- Experience working with globally distributed teams across multiple time zones (desirable)
Responsibilities
- Provide technical support to users 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 and present suggestions for ways to improve Soracom's platform services
- Help customers build their IoT solutions and solve real-world problems
- Guide customers to resolution for technical issues
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