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
- Serve as the initial technical point of contact for customer issues and collaborate with support, engineering, and product teams to deliver solutions.
- Provide in-depth troubleshooting for complex issues across Samsara’s SaaS platform, hardware devices, and integrations.
- Contribute to knowledge base development by documenting resolutions, creating technical guides, and mentoring junior team members.
- Identify trends in customer issues to influence product improvements and support process optimization.
- Communicate clearly and professionally with technical and non-technical stakeholders to resolve escalated issues and ensure customer satisfaction.
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 cloud-based architectures, as well as 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.
- Proficiency in using diagnostic tools, APIs, and scripting languages such as Python or Bash to automate troubleshooting and issue resolution.
- Experience integrating and troubleshooting third-party applications and systems with APIs and webhooks.
- Familiarity with networking protocols, APIs, and diagnostic tools.
- Proficiency in Slack and Google Workplace applications such as Gmail and Google Docs.
- Ability to communicate professionally and clearly with both technical and non-technical stakeholders to ensure seamless resolution of escalated issues.
- Ability to work independently in a fast-paced support environment while being collaborative with support teams across multiple locations.
Benefits & Perks
Annual Base Salary: $46,112.50 - $62,000 USD
Performance-based bonus variable pay
Equity for eligible roles
Flexible, employee-led remote work model
Professional development stipend
Comprehensive health plans
Parental leave plans
Ready to Apply?
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