Customer Success Engineer / Architect

• Soracom 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
• 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
• 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

Benefits

• Technology budget - work with the most up-to-date tools available
• Skills-based promotion - be promoted based on your ability to perform instead of your tenure or how many hours you put in
• An environment where you’ll learn more in 6 months than you would typically in several years at another company
• 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
• A truly rewarding culture, working with individuals from across the world who are at the very top of their game- 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
• Curiosity and a continuous learning mindset, with a willingness to explore new technologies and approaches
• Strong ability to explain complex technical concepts clearly to both technical and non-technical audiences
• Excellent written, verbal, and presentation skills
• 7+ years of experience in IoT, networking, cloud architecture, or cellular connectivity in customer-facing roles
• Ability to manage multiple priorities and work effectively across parallel customer engagements
• Demonstrated problem-solving and troubleshooting skills in complex systems and environments
• Willingness to travel as needed
• Strong interpersonal and communication skills, with experience collaborating across diverse and global teams
• Bachelor’s degree in Computer Science or equivalent practical experience
• Experience using AI tools to improve personal productivity and enhance customer engagement
• Solid technical foundation in networking, cloud, and/or software development
• 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
• Experience with APIs, system integrations, and data flow between distributed systems
• Strong understanding of network infrastructure concepts, including routing, switching, and firewalls
• Familiarity with cellular technologies such as LTE, 5G, and eSIM
• Experience in solution architecture, technical consulting, or similar customer-facing engineering roles