Apply Now
Application opens on company website
Job Description
A technical support role responsible for assisting customers with troubleshooting hardware, software, and IoT systems, providing exceptional service across multiple channels, and collaborating with cross-functional teams to resolve complex technical issues in a fast-paced, remote environment.
Key Responsibilities
- Serve as the initial technical point of contact for customer issues across multiple channels.
- Provide in-depth troubleshooting for hardware, software, and IoT platform issues.
- Collaborate with engineering and product teams to resolve complex technical problems.
- 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, 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.
Benefits & Perks
Competitive total compensation package
Employee-led remote and flexible working
Health benefits
Opportunities for career development and skill mastery
Inclusive work environment with accommodations for disabilities
Support for remote work or in-office work depending on operational needs
Ready to Apply?
Join Samsara and make an impact in renewable energy
Stay Updated on Sustainability Jobs
Get the latest renewable energy jobs and career tips delivered to your inbox.
Job Alerts
Get notified about new sustainability jobs
More jobs at Samsara
Safety Event Review Supervisor-2
Samsara
NEW
Not specified
Full Time
2d
Manager, Sales Operations
Samsara
NEW
Not specified
Full Time
2d
$95k-128k
Sales Operations Analyst
Samsara
NEW
Not specified
Full Time
2d
$79k-107k
More jobs in Remote
IT Support Specialist
AlertMedia
NEW
Remote
Full Time
16h
Customer Success Manager, Growth
Affinity
NEW
VISA
Remote
Full Time
2d
Creative Video Producer, Brand
Affinity
NEW
Remote
Full Time
2d
$119k-137k