Job Description
This role involves providing technical support for Samsara's IoT and SaaS platform, troubleshooting hardware and software issues, and collaborating with cross-functional teams to ensure customer success in a remote, fast-paced environment.
Key Responsibilities
- Serve as the initial technical point of contact for customer issues across multiple channels
- Provide in-depth troubleshooting for SaaS platform, hardware devices, and integrations
- Document resolutions, create technical guides, and mentor junior support agents
- Identify trends in customer issues to inform product improvements and support process optimization
- 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 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.
- Experience or knowledge about 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).
- Familiarity with Slack and Google Workplace applications such as Gmail and Google Docs (desirable).
Benefits & Perks
Competitive total compensation package
Employee-led remote and flexible working
Health benefits
Ready to Apply?
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