Customer Success Engineer / Architect
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Job Description
Customer Success Engineer / Architect helping Soracom customers optimize IoT deployments and connectivity. Driving technical success, retention, renewals, and platform expansion for strategic accounts.
Responsibilities:
- Partner with Customer Success Managers (CSMs) to support and grow assigned strategic accounts
- Own the technical success and ongoing optimization of customer deployments
- Develop a deep understanding of customer architectures, device deployments, and connectivity models
- Serve as a trusted technical advisor to customer engineering and product teams
- Lead technical discovery, demos, and presentations, adapting in real time to customer requirements
- Support solution-focused discussions for both existing account expansion
- Identify and drive expansion opportunities and support renewals through strong technical guidance
- Help customers adopt additional Soracom capabilities to increase long-term value and platform usage
- Proactively identify optimization opportunities and architectural improvements
- Troubleshoot complex connectivity and system issues in collaboration with internal teams
- Translate customer pain points into clear technical and business-aligned solutions
- Communicate customer feedback and requirements to product and engineering teams
- Collaborate cross-functionally to align customer needs with product direction and delivery
- Contribute to internal best practices and reusable assets to scale customer success efforts
- Collect and share competitive insights to inform product strategy
Requirements:
- 7+ years of experience in IoT, networking, cloud architecture, or cellular connectivity in customer-facing roles
- Strong ability to explain complex technical concepts clearly to both technical and non-technical audiences
- Solid technical foundation in networking, cloud, and/or software development
- Demonstrated problem-solving and troubleshooting skills in complex systems and environments
- Ability to manage multiple priorities and work effectively across parallel customer engagements
- Strong interpersonal and communication skills, with experience collaborating across diverse and global teams
- Curiosity and a continuous learning mindset, with a willingness to explore new technologies and approaches
- Experience using AI tools to improve personal productivity and enhance customer engagement
- Excellent written, verbal, and presentation skills
- Willingness to travel as needed
- Bachelor’s degree in Computer Science or equivalent practical experience
- Experience working within IoT ecosystems, including device, connectivity, and cloud integration
- Experience developing or integrating both hardware and software solutions
- Familiarity with public cloud platforms and services such as AWS, Azure, or GCP
- Experience configuring and working with cellular hardware, including modules and gateways
- Strong understanding of network infrastructure concepts, including routing, switching, and firewalls
- Experience with APIs, system integrations, and data flow between distributed systems
- Familiarity with cellular technologies such as LTE, 5G, and eSIM
- Experience in solution architecture, technical consulting, or similar customer-facing engineering roles
- Must reside in the USA
Benefits:
- Remote-first work environment for employees based in the United States
- Flexible scheduling that supports productivity and work-life balance while accommodating customer needs and team collaboration
- Access to modern tools, a dedicated technology budget, and leading AI platforms to help you innovate, learn, and do your best work
- Opportunities for rapid learning, professional development, and career growth through exposure to complex, real-world customer challenges
- Skills-based career progression, with advancement based on impact, contribution, and performance rather than tenure
- Collaborative, globally distributed team environment with experienced and highly capable colleagues across the US, Europe, and Japan
- Comprehensive health benefits including medical, dental, and vision coverage
- Retirement benefits, including a 401(k) plan and company match
- Life insurance, including basic, voluntary, and AD&D coverage
- Paid time off, including vacation, sick leave, volunteer time and company-observed holidays
- Family-friendly benefits, including maternity, paternity, and parental leave
- Short-term and long-term disability benefits
- Employee stock option program
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