Job Description
A Technical Support Specialist role responsible for providing advanced troubleshooting and customer support for Samsara's IoT platform, hardware, and integrations, ensuring customer satisfaction and contributing to product improvements in a fast-paced, remote environment.
Key Responsibilities
- Respond to customer requests for technical assistance via phone and email.
- Perform in-depth troubleshooting of issues related to Samsara's SaaS platform, hardware devices, and integrations.
- Collaborate with engineering and product teams to resolve complex customer issues.
- Document resolutions, create technical guides, and mentor junior support staff.
- Identify trends in customer issues to suggest product improvements and support process enhancements.
Requirements
- Bachelor's degree in a technical field such as Computer Science, Engineering, or Networking, or equivalent expertise gained through practical experience in these areas.
- At least 3 years of experience in a technical product support or specialist role, preferably within SaaS, IoT, or networking environments.
- Proven track record of handling complex technical escalations and collaborating across departments to resolve advanced customer issues.
- Solid understanding of networking concepts such as TCP/IP, VPNs, DNS, and hardware troubleshooting.
- Foundational knowledge in Artificial Intelligence.
- Demonstrated ability to mentor and guide junior team members, fostering skill development and knowledge sharing.
- Experience leading projects or initiatives aimed at improving operational efficiency and customer satisfaction.
- Analytical mindset with a proactive approach to identifying, troubleshooting, and resolving both technical and process-related challenges.
- Exceptional organizational skills to manage multiple escalations, prioritize workload effectively, and meet critical deadlines.
- Availability to work flexible hours, including nights and weekends, and provide on-call support as needed for high-impact customer cases.
Benefits & Perks
Annual Base Salary ranging from 46,112.50 USD to 62,000 USD
Flexible working model supporting remote, hybrid, or in-office work
Comprehensive health and parental leave plans
Professional development stipend
Performance-based bonus and equity opportunities
Opportunities for career growth and skill development
Inclusive and diverse work environment
Support for accommodations during the recruiting process
Ready to Apply?
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