At a Glance
- Tasks: Support customers in building IoT solutions and resolve technical issues with a hands-on approach.
- Company: Join Soracom, a leading IoT connectivity provider with a diverse global team.
- Benefits: Enjoy flexible work hours, a tech budget, and skills-based promotions.
- Other info: Thriving remote culture with opportunities for personal and professional growth.
- Why this job: Make a real impact in the IoT industry while working remotely with a passionate team.
- Qualifications: 3+ years in technical support, strong communication skills, and basic network knowledge.
The predicted salary is between 40000 - 50000 € per year.
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
- 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.
Requirements
- 3+ years of experience providing technical support.
- Outstanding English written and verbal communication skills (email, phone, etc.).
- Basic network knowledge (TCP/IP, SSL/TLS, DNS, HTTP, etc.).
- 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 like Slack or MS Teams.
Desirable Experience And Skills
- Experience with ticketing systems like Zendesk.
- Basic understanding of cellular network infrastructure.
- Experience with hardware and gadgets (Raspberry Pi, Jetson, Arduino, etc.).
- Experience building web applications (Linux servers, web services, etc.), or experience with programming and scripting (Python, JavaScript, etc.).
- Experience with cloud services (AWS, Azure, Google Cloud, Cloudflare, etc.).
- Experience with AI agent development, prompt engineering, or RAG‑based systems.
- Experience maintaining technical documentation, knowledge bases, or tutorials.
- Experience working in a tech start‑up environment.
- Experience working with globally distributed teams across multiple time zones.
Who you are
- You are passionate about IoT and excited about what developers can bring into the world.
- You take great satisfaction in helping others overcome technical challenges.
- You enjoy interacting with a variety of customers and colleagues across cultures and time zones.
- You are familiar with or have a strong interest in specific domains related to IoT, such as autonomous vehicles, smart homes, agriculture, or manufacturing.
- You are self‑motivated, eager to develop your skills while exploring new technologies, such as AI.
- You think critically about information, whether from AI or other sources, and take ownership of the accuracy of your work.
- You are familiar with working remotely and excel at online communication and collaboration.
- You thrive in a fast‑paced environment with occasional ambiguity, ready to tackle challenges as they come.
- You believe that teams succeed more when they work together, and prize mutual respect with your coworkers.
- You are excited about the opportunity to work with a truly international team, bridging time zones and cultures, as part of a global company with colleagues and customers from all over the world.
Location
Fully remote
Benefits
- Flexible work environment - work from wherever you want - as long as you have a great internet connection.
- Flexible work hours - work when you’re the most productive and when it is best for you to achieve a work‑life balance.
- Technology budget - work with the most up‑to‑date tools available.
- Skills‑based promotion - be promoted based on your contributions.
- A truly rewarding culture - work with individuals from across the world who are at the very top of their game.
Customer Reliability Engineer (Fully Remote) employer: SORACOM
At Soracom, we pride ourselves on being an excellent employer by fostering a flexible and inclusive work culture that empowers our employees to thrive in a fully remote environment. With a strong focus on professional growth, we offer skills-based promotions and a technology budget to ensure you have the best tools at your disposal. Join our diverse global team and contribute to groundbreaking IoT solutions while enjoying a rewarding work-life balance.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Reliability Engineer (Fully Remote)
✨Tip Number 1
Network like a pro! Reach out to people in the industry, join relevant online communities, and don’t be shy about asking for informational interviews. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Show off your skills! Create a portfolio or a GitHub repository showcasing your projects, especially those related to IoT or technical support. This gives potential employers a tangible look at what you can do and sets you apart from the crowd.
✨Tip Number 3
Prepare for the interview by researching Soracom and its products. Understand their platform and think of ways you can contribute to improving customer experiences. Tailor your answers to reflect how your skills align with their mission.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re genuinely interested in being part of the Soracom team and ready to dive into the world of IoT.
We think you need these skills to ace Customer Reliability Engineer (Fully Remote)
Some tips for your application 🫡
Show Your Passion for IoT:When writing your application, let your enthusiasm for IoT shine through! Share any personal projects or experiences that highlight your interest in the field. We love seeing candidates who are genuinely excited about technology and its potential.
Tailor Your Responses:Make sure to customise your application to reflect the specific requirements of the Customer Reliability Engineer role. Use keywords from the job description and relate your past experiences to the responsibilities listed. This helps us see how you fit into our team!
Highlight Your Communication Skills:Since this role involves a lot of customer interaction, emphasise your written communication skills. Provide examples of how you've effectively communicated technical information in the past. We want to know you can convey complex ideas clearly and concisely!
Apply Through Our Website:We encourage you to submit your application directly through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy and straightforward!
How to prepare for a job interview at SORACOM
✨Know Your Tech
Brush up on your technical knowledge, especially around IoT and networking concepts like TCP/IP and DNS. Be ready to discuss how you've used these in past roles, as this will show your understanding of the Soracom platform and its applications.
✨Showcase Your Problem-Solving Skills
Prepare examples of how you've tackled complex technical issues in previous jobs. Highlight your hands-on approach and how you took ownership of customer support experiences, as this aligns perfectly with what Soracom is looking for.
✨Communicate Clearly
Since outstanding communication skills are a must, practice articulating your thoughts clearly and concisely. Whether it's through email or during a phone call, being able to convey technical information in an understandable way will set you apart.
✨Emphasise Your Adaptability
Soracom values flexibility and the ability to adapt to change. Share instances where you've successfully navigated shifting priorities or worked in multicultural environments, showcasing your readiness to thrive in a remote setting.
