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 assistance for Samsara's IoT and SaaS platform, hardware, and integrations, primarily serving customers via phone, chat, and email to ensure optimal use and resolution of complex technical issues.
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.
- Document resolutions, create technical guides, and mentor junior support agents.
- Identify trends in customer issues to influence 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, 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 with a salary range of 54,400 - 70,400 CAD annually
Remote and flexible working options, including employee-led remote work arrangements
Health benefits
Opportunities for career development and skill mastery in a hyper-growth environment
Relocation assistance not provided, but support for career growth and internal mobility
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