L1 Senior Technical Support

You will be a part of our frontline support team made up of highly skilled and professional Technical Support Specialists. You will be responsible for responding to customer requests for technical assistance over the phone and chat. Your work will be fast-paced and independent in nature as you will be expected to manage yourself in a way to be available to respond quickly to our customers. Your work will also be collaborative, working together with other support representatives in multiple support locations to serve our customers. Experience in a technical support role, proven customer-facing skills, and strong communication skills are a must. You should be comfortable handling complex technical issues and working in a fast-paced phone support environment. • Own Complex Technical Escalations: Serve as the escalation point for the most challenging and high-impact customer cases. Investigate and resolve advanced technical issues by partnering closely with frontline Technical Support Engineers (TSEs), Customer Success Managers (CSMs), and cross-functional stakeholders across Product and Engineering. • Drive Deep Technical Investigations: Lead in-depth root cause analysis of multifaceted product issues across Samsara’s SaaS platform, hardware devices, and integrations. Synthesize data, logs, customer environments, and product behavior to identify patterns and provide actionable insights. • Bridge Support and Customer-Facing Teams: Collaborate with Customer Success and Account teams to align on customer impact, resolution timelines, and communication strategies for complex cases. Represent Support in strategic account conversations and ensure technical confidence with high-value customers. • Be a Mentor and Resource for TSSs: Provide guidance to Tier II and III support teams on technical troubleshooting approaches, resolution paths, and customer communication best practices. Contribute to up-leveling team capabilities through case reviews, coaching, and technical debriefs. • Advocate for the Customer: Identify recurring trends or product gaps from escalations and escalate them to the appropriate Product or Engineering teams. Help inform prioritization by highlighting customer impact and business urgency. • Document and Share Knowledge: Own the creation of post-mortem summaries, case studies, and advanced-level internal documentation to support knowledge transfer and improve future troubleshooting. • Contribute to Incident Management: Participate in high-severity incident calls as a subject matter expert. Help coordinate between Support, Engineering, and Customer teams to ensure accurate updates and effective resolution. • Champion Samsara's Cultural Principles: Model a high standard of collaboration, customer obsession, and team-first mentality. Foster inclusive teamwork and drive a culture of continuous learning.

• Education: Bachelor’s degree in a technical field (e.g., Engineering, Computer Science, Networking) or equivalent hands-on experience in technical support environments. • Experience: 4–6 years in a technical support or escalation role, ideally in SaaS, networking, or IoT environments. Demonstrated experience working closely with support and customer-facing teams to resolve complex product issues. • Technical Skills: • Collaboration & Communication: • Leadership: • Flexibility: Available to work flexible hours, including participation in on-call rotations and handling urgent escalations when needed. • Bilingual in French • Familiarity with GPS, electrical circuits, sensors, and telematics technologies. • Experience in customer-facing escalations, particularly with high-stakes or strategic accounts. • Certifications such as CCNA, AWS Cloud Practitioner, or equivalent are a plus. • Working knowledge of tools like Salesforce, Zendesk, Wireshark, Postman, and internal ticketing/log systems. The range of annual base salary for full-time employees for this position is below. Please note that base pay offered may vary depending on factors including your city of residence, job-related knowledge, skills, and experience. Learn more about our total rewards and benefits below. Annual Base Salary $46,112.50 — $62,000 USD

At Samsara, we build for the people who keep the global economy moving. We want owners, not passengers, which is why our rewards are designed to fuel high-impact builders. Our compensation program delivers above-market total compensation through a combination of base salary, performance-based bonus/variable pay, and equity (for eligible roles) in a high-growth public company. We meaningfully differentiate pay for our top performers, who have the opportunity to earn above-market compensation that can outpace the broader market over time. Beyond compensation, we provide the foundations that enable long-term success: a flexible, employee-led remote model, a professional development stipend, comprehensive health and parental leave plans, and more. If you’re ready to build for the long term and own the outcome, your journey starts here.