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Job Description
A technical support role responsible for assisting customers with troubleshooting and resolving complex issues related to Samsara's IoT platform, hardware, and integrations, while providing excellent customer service and collaborating with cross-functional teams.
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.
- Collaborate with engineering and product teams to resolve complex technical issues.
- Document resolutions, create technical guides, and mentor junior support agents.
- Identify trends in customer issues to suggest product improvements and support process enhancements.
- Communicate technical information 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.
- Demonstrated proficiency troubleshooting hardware and software systems, working with SaaS cloud, and communicating with engineers and customers.
- Bilingual proficiency in English and Spanish 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, with the ability to actively listen and 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.
Benefits & Perks
Competitive total compensation package
Employee-led remote and flexible working
Health benefits
Opportunities for career development and growth
Inclusive work environment with accommodations for disabilities
Support for remote work or in-office work depending on operational needs
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