Sr. Manager, Solutions Engineering

About Hologram

Hologram is building the future of IoT connectivity, delivering internet access to millions of connected devices worldwide. We process over 5 billion transactions per month across our global infrastructure—this isn't just another app, it's the invisible backbone powering everything from fleet tracking to smart city infrastructure. We tackle challenges of scale, reliability, and performance that few companies face.

We look for people with insatiable curiosity and an uncompromising commitment to excellence. Hologrammers are the type who dig deeper when things break, ask 'why' before 'how,' and aren't satisfied until the solution is bulletproof.

Value tenacious ownership of outcomes: You don't settle for surface-level fixes. You dig into customer use cases, drive your team to find root causes, and stay committed until customer IoT devices are reliably online in production.

Crave genuine technical challenges: You're drawn to problems that keep critical IoT systems running. Complex connectivity issues across networks, devices, and protocols energize you, and you know how to develop the expertise needed to continuously solve them at scale.

Relentlessly pursue growth: IoT technology evolves rapidly, and so do we. You embrace new challenges, quickly master emerging protocols and configurations, share knowledge to elevate your team.

Role Overview

The Senior Manager of Solutions Engineering leads our post-sales technical team, responsible for ensuring new customers' IoT deployments successfully get online and stay connected throughout their entire lifecycle. This role combines people leadership with operational and strategic excellence. You'll lead a team of Solutions Engineers while optimizing the processes, tools, and systems that enable the team to deliver exceptional customer support, and act as the critical link between customer needs and product development.

• Lead and develop a team of 3 Solutions Engineers across T1-T3 support tiers
• Foster a culture of technical excellence, customer empathy, and continuous learning
• Drive strategic improvements within Solutions Engineering, including refining and optimizing support operations, SLAs, and escalation processes as Hologram grows
• Own and drive improvements to key metrics: response times, resolution rates, CSAT, ticket deflection
• Proactively plan and manage workload distribution, and capacity planning across support tiers.
• Manage the development and expansion of comprehensive internal and external knowledge bases
• Expand and optimize AI support systems' technical knowledge to improve resolution quality and reduce escalations
• Analyze support data to identify trends across issue types, customer segments, and support patterns

• Translate customer pain points and technical feedback into actionable product improvements
• Partner with Product and Engineering teams to advocate for customer needs and close platform gaps
• Collaborate with Sales on customer onboarding processes and technical handoffs
• Work with Customer Success to improve post-sales lifecycle and reduce time-to-value

• 5+ years leading technical teams supporting post-sales IoT, telecom, or cellular connectivity solutions
• Deep understanding of cellular networks, IoT devices, RATs, and communication protocols (TCP/IP, UDP, MQTT)
• Strong technical skills with SQL and scripting languages (Python or Ruby)
• Experience coaching and managing engineers across different experience levels and technical capabilities
• Hands‑on experience with LLMs and AI support tools, including knowledge base optimization and bot performance improvement
• Strong background in customer‑facing technical roles within IoT or telecom
• Skilled at converting customer insights into actionable product requirements and business cases
• Outstanding communication skills across technical and non‑technical audiences
• Experience leveraging data and analytics to optimize processes and guide strategic decisions

• Love building and up‑skilling teams that solve…