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Senior Manager Solutions Engineering

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Hologram

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Location:
United States

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Category:
IT - Software Development

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Contract Type:
Not provided

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Salary:

190000.00 - 215000.00 USD / Year
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Job Description:

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 player-coach (30/70) 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, while also maintaining hands-on involvement with customer deployments and serving as an escalation point for complex technical issues. You'll act as the critical link between customer needs and product development.

Job Responsibility:

  • Lead and develop a team of 3 Solutions Engineers across T1-T3 support tiers
  • Serve as the primary escalation point for the most complex technical issues, providing hands-on support for critical customer deployments and IoT challenges
  • Oversee SLA commitments and manage paid support program delivery, ensuring compliance and exceptional service for premium customers
  • 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

Requirements:

  • 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

Nice to have:

  • Love building and up-skilling teams that solve complex technical problems with real customer impact
  • Lead with technical credibility and aren't afraid to roll up your sleeves when your team needs guidance on challenging issues
  • Thrive in customer conversations and can translate technical details into clear, actionable guidance
  • Thrive working across organizational boundaries with support, sales, product, and engineering teams
  • Want to shape how Solutions Engineering evolves in a fast-moving company where your decisions directly impact customer experience and product direction
What we offer:
  • All employees receive equity with transparent salary and equity formulas across the team
  • 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

Additional Information:

Job Posted:
March 10, 2026

Employment Type:
Fulltime
Work Type:
Remote work
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