Customer Success Engineer / Architect

About the Role

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.

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 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

Desirable Experience and Skills

• 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