L1 Senior Technical Support

Samsara

Toronto, Canada

Full Time

Posted May 8, 2026

Not Specified

Remote

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Job Description

A technical support role providing troubleshooting and assistance for Samsara's IoT and SaaS platform, hardware, and integrations, primarily serving customers via phone, chat, and email to ensure optimal use of the company's connected operations solutions.

Key Responsibilities

Serve as the initial technical point of contact for customer issues across multiple channels.
Provide in-depth troubleshooting for hardware, software, SaaS platform, and integrations.
Contribute to knowledge base development by documenting resolutions and creating technical guides.
Identify trends in customer issues to influence product improvements and support process optimization.
Communicate technical solutions clearly to both technical and non-technical stakeholders.

Requirements

Bachelor's degree in a technical discipline such as Computer Science, Engineering, or Information Systems, or 4-6 years of equivalent hands-on technical experience in the absence of a degree.
At least 3 years of experience in a technical product support or specialist role, preferably within SaaS, IoT, or networking environments.
Proficiency in troubleshooting hardware and software systems, working with SaaS cloud, and communicating with engineers and customers.
Bilingual proficiency in English and French is a must.
Solid understanding of networking concepts such as TCP/IP, VPNs, DNS, cloud-based architectures, and hardware troubleshooting.
Demonstrated ability to mentor and guide junior team members, fostering skill development and knowledge sharing.
Proven capacity to collaborate effectively across cross-functional teams to troubleshoot and resolve technical issues.
Strong written and verbal communication skills, including active listening and the ability to confidently walk customers through technical issues to resolution.
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.
Ability to serve as the initial technical point of contact for basic and complex customer issues, working collaboratively within support teams, engineering, and product teams.
Experience in providing in-depth technical troubleshooting for advanced issues across SaaS platforms, hardware devices, and integrations.
Experience in documenting detailed resolutions, creating technical guides, and mentoring junior agents.
Knowledge of electrical circuits, GPS, and telematics is an ideal plus.
Familiarity with networking protocols, APIs, and diagnostic tools is highly desirable.
Foundational knowledge in Artificial Intelligence is desirable.
Familiarity with Slack and Google Workplace applications such as Gmail and Google Docs.