Base Salary
$135k - $150k/yr
Responsibilities
- Own customer onboarding from SIM provisioning and device configuration through a stable production deployment.
- Diagnose SIM-, device-, and network-level connectivity issues, including L2 escalations, and partner with engineering on systemic problems.
- Lead automation work for onboarding, SIM order intake, provisioning, connectivity setup, account-health monitoring, and alerting.
- Maintain and expand internal tooling, including AI-driven support tooling, and its internal and external documentation.
- Advocate for customers by surfacing product gaps and technical pain points to product and engineering.
- Create runbooks and enable Solutions Engineers to complete future build tickets.
- Extend automation to billing configuration, reconciliation, and renewal administration in partnership with Revenue Operations and account teams.
Requirements
- At least 5 years of experience in a customer-facing technical role such as Solutions Engineer, Technical Support Engineer, or Technical Consultant, including ownership of onboarding through production.
- Solid understanding of cellular networks, IoT devices, Radio Access Technologies, and protocols such as TCP/IP, UDP, and MQTT.
- Experience with scripting languages such as Python or Ruby, SQL, and REST APIs.
- Demonstrated experience building automations or integrations for real operational workflows.
- Experience applying AI tooling to support, onboarding, or operational workflows.
- Strong written and verbal communication skills and the ability to explain technical topics to non-technical audiences.
- Ability to learn new technologies quickly, work independently, and define approaches for problems without established processes.
- Familiarity with Salesforce or a comparable CRM and the effect of record hygiene on downstream reporting is preferred.
Benefits
- Remote-first work environment.
- Equity for all employees and a new-hire RSU grant.
- Flexible health coverage covering up to 100% of employees and 95% of dependents.
- Unlimited paid time off with two mandatory weeks and monthly mental health days.
- Fourteen weeks of paid parental leave.
- $1,000 hiring bonus and a $250/month taxable work-from-home stipend.
- Fully covered life and disability insurance, a 401(k) plan, and a professional development fund after one year.
About Hologram
Hologram empowers innovators to build the future. We remove the hurdles from connecting and managing IoT devices, anywhere in the world, by providing cellular connectivity, software, and support for projects of every kind and size. With Hologram, IoT devices get connected and stay connected around the globe. Our Hyper IoT SIM cards provide the performance devices need today backed by the eUICC technology designed to last the lifetime of deployments. Hologram’s streamlined tools allow teams to spend less time analyzing data and more time making decisions that move the needle. Our dashboard is designed for teams to see device performance, manage spend, and equip operations for the future — all in one place. Let’s build the future, together.