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12 days ago
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Requirements and responsibilities
About UsAt Soracom, our mission is Making Things Happen, For a World That Works Together. We believe connectivity has the power to transform industries, enable innovation, and help businesses solve real-world challenges. From startups launching their first connected product to global enterprises managing millions of devices, we empower our customers to bring their ideas to life.With remote teams across Japan, the US, and Europe, Soracom continues to expand its global team to keep pace with the company's rapid growth. We are an Equal Opportunity Employer and take pride in the diversity of our employees, valuing the unique experiences, perspectives, and expertise that people from different backgrounds bring to our business. We believe in Developing a Dream Team by hiring exceptional people, investing in their growth, and creating an environment where individuals and teams can do their best work.The ability to develop groundbreaking technologies is one of our key assets, and our people make it happen. Come join Soracom and help create the transformative technology that enables our customers to engineer a better world.About the RoleSoracom is seeking a Customer Success Engineer / Architect to serve as the technical counterpart to our Customer Success Managers (CSMs) for strategic and high-growth accounts. This role is focused on post-sales technical engagement, with the primary objective of diving deep into existing customer deployments, understanding technical architectures and market environments, and driving retention and net revenue expansion.In this role, you will partner closely with customers to optimize their use of Soracom services, identify new opportunities for value creation, and expand overall share of wallet. You will act as a trusted technical advisor, solution architect, and strategic partner to customers operating in complex IoT environments across industries such as healthcare, energy, logistics, and industrial sectors.This position requires strong technical fluency combined with business awareness. You should be comfortable translating architectural recommendations into measurable business outcomes, helping customers achieve both technical success and commercial value.Success in this role will be measured by customer satisfaction, retention, and growth, including up-selling and cross-selling opportunities, as well as your contribution to broader sales and business objectives.Key ResponsibilitiesPartner with Customer Success Managers (CSMs) to support and grow assigned strategic accountsOwn the technical success and ongoing optimization of customer deploymentsDevelop a deep understanding of customer architectures, device deployments, and connectivity modelsServe as a trusted technical advisor to customer engineering and product teamsLead technical discovery, demos, and presentations, adapting in real time to customer requirementsSupport solution-focused discussions for both existing account expansionIdentify and drive expansion opportunities and support renewals through strong technical guidanceHelp customers adopt additional Soracom capabilities to increase long-term value and platform usageProactively identify optimization opportunities and architectural improvementsTroubleshoot complex connectivity and system issues in collaboration with internal teamsTranslate customer pain points into clear technical and business-aligned solutionsCommunicate customer feedback and requirements to product and engineering teamsCollaborate cross-functionally to align customer needs with product direction and deliveryContribute to internal best practices and reusable assets to scale customer success effortsCollect and share competitive insights to inform product strategyRequirements7+ years of experience in IoT, networking, cloud architecture, or cellular connectivity in customer-facing rolesStrong ability to explain complex technical concepts clearly to both technical and non-technical audiencesSolid technical foundation in networking, cloud, and/or software developmentDemonstrated problem-solving and troubleshooting skills in complex systems and environmentsAbility to manage multiple priorities and work effectively across parallel customer engagementsStrong interpersonal and communication skills, with experience collaborating across diverse and global teamsCuriosity and a continuous learning mindset, with a willingness to explore new technologies and approachesExperience using AI tools to improve personal productivity and enhance customer engagementExcellent written, verbal, and presentation skillsWillingness to travel as neededBachelor’s degree in Computer Science or equivalent practical experienceDesirable Experience and SkillsExperience working within IoT ecosystems, including device, connectivity, and cloud integrationExperience developing or integrating both hardware and software solutionsFamiliarity with public cloud platforms and services such as AWS, Azure, or GCPExperience configuring and working with cellular hardware, including modules and gatewaysStrong understanding of network infrastructure concepts, including routing, switching, and firewallsExperience with APIs, system integrations, and data flow between distributed systemsFamiliarity with cellular technologies such as LTE, 5G, and eSIMExperience in solution architecture, technical consulting, or similar customer-facing engineering rolesLocationFully remote work, must reside in the USA.BenefitsRemote-first work environment for employees based in the United StatesFlexible scheduling that supports productivity and work-life balance while accommodating customer needs and team collaborationAccess to modern tools, a dedicated technology budget, and leading AI platforms to help you innovate, learn, and do your best workOpportunities for rapid learning, professional development, and career growth through exposure to complex, real-world customer challengesSkills-based career progression, with advancement based on impact, contribution, and performance rather than tenureCollaborative, globally distributed team environment with experienced and highly capable colleagues across the US, Europe, and JapanComprehensive health benefits including medical, dental, and vision coverageRetirement benefits, including a 401(k) plan and company matchLife insurance, including basic, voluntary, and AD&D coveragePaid time off, including vacation, sick leave, volunteer time and company-observed holidaysFamily-friendly benefits, including maternity, paternity, and parental leaveShort-term and long-term disability benefitsEmployee stock option program
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