Solutions Engineer II

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 just resolve tickets, you immerse yourself in the customer's use case, identify root causes, and follow through until their IoT devices are online and stable in production.

Crave genuine technical challenges: You want the problems that keep production IoT deployments online: diagnosing connectivity issues across networks, devices, and protocols, then building the tooling so nobody has to diagnose that one by hand again.

Relentlessly pursue growth: IoT technology evolves rapidly, and so do we. You take on new challenges, quickly master emerging protocols and configurations, and share what you learn to elevate customers and teammates.

The Solutions Engineering team owns the customer relationship after the sale, from first deployment through every connectivity issue that follows. This role covers onboarding, troubleshooting across SIM, device, and network issues, hands-on L2 escalation work, and building the automation and internal tooling the team runs on. It's the first technical relationship a new customer has with Hologram, and the one that keeps their deployment live.

• Own customer onboarding end to end, from SIM provisioning and device configuration through to a deployment that is live and stable in production
• Diagnose and resolve SIM, device, and network-level connectivity issues across the full deployment lifecycle, including L2 escalations, partnering with engineering on anything systemic
• Lead the team's automation work: find the manual work worth removing, then build it away
• Improve and automate the technical onboarding process, from SIM order intake through provisioning and connectivity setup, as new customers come through it
• Automate account-health monitoring and alerting for Account Management team
• Maintain and expand internal tooling, including AI-driven support tooling, along with the internal and external documentation behind it
• Advocate for customers internally, surfacing product gaps and technical pain points to product and engineering
• Write the runbooks and hand the work off, so any Solutions Engineer can pick up a build ticket and finish it
• Extend automation across the rest of the post-sale path: SIM order intake, billing configuration and reconciliation, and renewal admin, partnering with Revenue Operations and the account team

• 5+ years in a customer-facing technical role (e.g., Solutions Engineer, Technical Support Engineer, or Technical Consultant), including ownership of customer onboarding through to production
• Solid understanding of cellular networks, IoT devices, various Radio Access Technologies (RATs), and communication protocols (e.g., TCP/IP, UDP, MQTT)
• Experience working with scripting languages (e.g., Python or Ruby), SQL, and REST APIs
• A track record of building automations or integrations against real operational workflows, not just using them
• Experience applying AI tooling to real support, onboarding, or operational workflows
• Strong written and…