L1 Senior Technical Support Specialist
SamsaraRemote
Full Time
Posted December 23, 2025
CA$54k - CA$70k
Not Specified
Remote
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Job Description
A technical support role providing troubleshooting and customer assistance for Samsara's IoT and SaaS platform, hardware, and integrations, primarily serving clients across various industries to ensure optimal use of their connected operations technology.
Key Responsibilities
- Serve as the initial technical point of contact for customer issues across multiple channels
- Provide in-depth troubleshooting for issues related to Samsara's SaaS platform, hardware devices, and integrations
- 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 inform 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 French.
- 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 confidently walking 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 (preferred but not mandatory).
- Familiarity with networking protocols, APIs, and diagnostic tools (highly desirable).
- Foundational knowledge in Artificial Intelligence (desirable).
- Proficiency with Slack and Google Workplace applications such as Gmail and Google Docs.
- Reliable internet connection and a distraction-free work environment to perform duties effectively in a remote setting.
- Legal right to work in Canada, as this is a remote position open to candidates based in Canada.
Benefits & Perks
Competitive total compensation package with salary range of 54,400 to 70,400 CAD annually
Employee-led remote and flexible working arrangements
Health benefits
Opportunities for career development and skill mastery in a hyper-growth environment
Supportive team environment that encourages collaboration and innovation
Inclusive work environment with accommodations for persons with disabilities
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