2 months ago
Remote, United StatesMid Level
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 provides global cellular connectivity and a cloud platform for managing IoT devices, selling eUICC SIMs, data plans, and APIs to enterprises and device makers. Its dashboard and tooling handle provisioning, spend control, and troubleshooting across LTE-M, NB-IoT, LTE, and 5G networks. Founded in 2013 and headquartered in Chicago, the privately held company processes over 5 billion transactions per month across its infrastructure.