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Customer Reliability Engineer - Fully Remote

Soracom, Inc.Remote — Bulgaria
Remote Full-time

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Experience Level

Experience

Qualifications

Ideal candidates will possess strong communication skills, technical proficiency in IoT technologies, and a customer-centric mindset. A background in engineering or a related field is preferred, along with experience in technical support or customer service roles.

About the job

About Soracom

Soracom, Inc. connects more than eight million devices for over 8,000 clients worldwide, providing IoT connectivity powered by cloud technology. Founded in 2014 by former AWS professionals, the company is headquartered in Tokyo and has offices in the US and UK. Soracom continues to grow its global team as it expands its reach.

Soracom values diversity and welcomes individuals from all backgrounds. The company’s success stems from a talented team and a focus on developing new technologies that help clients create a more connected future.

What Soracom Looks For

Soracom’s team thrives on agility, innovation, and an entrepreneurial spirit, built over more than a decade of experience. The company values people who are curious, proactive, and comfortable working across a global landscape.

  • Take ownership and show autonomy in their work
  • Adapt quickly and stay flexible as circumstances change
  • Interact with integrity, empathy, and respect
  • Stay eager to learn about new technologies and trends

Role Overview: Customer Reliability Engineer (Remote , Bulgaria)

The Customer Reliability Engineer (CRE) helps customers build and maintain IoT solutions using the Soracom platform. CREs work closely with a team focused on solving real-world IoT challenges, supporting clients throughout their technical journey.

This role involves managing the entire support process: diagnosing technical issues, crafting clear responses, and guiding customers to solutions. CREs use AI tools and collaborate with internal experts, especially when handling complex or mission-critical cases. Beyond direct support, CREs strengthen documentation and knowledge bases, and share customer feedback to help improve Soracom’s products.

Key Responsibilities

  • Provide technical support for customers integrating the Soracom platform into their IoT projects
  • Work with engineers and AI systems to troubleshoot and resolve technical problems, ensuring clear and accurate communication with customers
  • Create and update documentation, knowledge bases, blogs, and other resources to help customers and improve self-service options
  • Collect customer feedback and suggest product improvements based on real-world use

About Soracom, Inc.

Soracom, Inc. is a leading provider of IoT connectivity solutions, empowering businesses worldwide to leverage the power of cloud technology. We are committed to fostering innovation and diversity within our workforce, ensuring that every employee contributes to our mission of connecting the world.

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