Hologram Inc. · 21 hours ago
Sr. Manager, Solutions Engineering
United States
Full-time
Remote
Senior Level, Lead/Staff, Director/Executive
$190K/yr - $215K/yr
5+ years expHologram is building the future of IoT connectivity, delivering internet access to millions of connected devices worldwide. The Senior Manager of Solutions Engineering leads the post-sales technical team, ensuring successful IoT deployments and optimizing processes for exceptional customer support.
Telecom & CommunicationsSoftwareInternet of ThingsInformation TechnologyInternetTelecommunications
Responsibilities
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
Qualification
Required
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
Benefits
Flexible health coverage (up to 100% employee, 95% dependents)
Unlimited PTO with 2 weeks mandatory
Monthly mental health days
14 weeks paid parental leave
$1,000 hiring bonus plus monthly taxable WFH stipend to help support your WFH needs ($250)
Life and disability insurance fully covered
401(k) plan
Professional Development Fund after one year
Company
Hologram Inc.
Hologram empowers innovators to build the future.
51-200 employees
H1B Sponsorship
Hologram Inc. has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2022 (5)
2021 (3)
Funding
Current Stage
Growth StageTotal Funding
$82.35MKey Investors
Tiger Global ManagementBullpen CapitalDrive Capital
2022-06-01Series Unknown
2021-08-02Series B· $66.8M
2021-01-01Debt Financing
Leadership Team
Benjamin Forgan
CEO & Founder
Patrick Wilbur
Co-founder and CTO
Recent News
Company data provided by crunchbase