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Hologram is building the backbone of IoT connectivity, processing over 5 billion transactions monthly across global infrastructure. The Solutions Engineering team owns the customer relationship post-sale, from first deployment through ongoing connectivity support.
In this role, you'll own the full customer onboarding lifecycle—from SIM provisioning and device configuration through production stability. You'll diagnose and resolve SIM, device, and network-level connectivity issues, including L2 escalations and partnership with engineering on systemic problems. A core responsibility is leading the team's automation work: identifying manual processes worth removing and building them away.
You'll improve and automate the technical onboarding process as new customers arrive, automate account-health monitoring and alerting for Account Management, and maintain internal tooling including AI-driven support systems. You'll advocate for customers internally, surfacing product gaps and technical pain points to product and engineering teams. You'll also write runbooks and documentation so any Solutions Engineer can pick up and complete work independently.
The role extends automation across the post-sale path: SIM order intake, billing configuration and reconciliation, and renewal administration, partnering with Revenue Operations and account teams.
You'll need 5+ years in customer-facing technical roles (Solutions Engineer, Technical Support Engineer, or Technical Consultant) with ownership of onboarding through production. You should have solid understanding of cellular networks, IoT devices, Radio Access Technologies (RATs), and communication protocols (TCP/IP, UDP, MQTT). Experience with scripting languages (Python, Ruby), SQL, and REST APIs is required. You must have a track record of building automations or integrations against real operational workflows and applying AI tooling to support, onboarding, or operational workflows. Strong written and verbal communication skills are essential, along with the ability to explain complex technical topics to non-technical audiences. Familiarity with Salesforce or comparable CRM is a nice-to-have.
