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Job Description
A technical support role responsible for assisting customers with troubleshooting hardware, software, and IoT platform issues, ensuring optimal use of Samsara's connected operations solutions through effective communication and collaboration.
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 hardware, software, SaaS platform, and integrations, utilizing knowledge of networking, cloud technologies, and IoT systems.
- Document resolutions, create technical guides, and contribute to knowledge base development.
- Identify trends in customer issues to inform product improvements and support process enhancements.
- Communicate clearly with technical and non-technical stakeholders to resolve escalated issues and ensure customer satisfaction.
Requirements
- Serve as the initial technical point of contact for basic and complex customer issues, working collaboratively within your first-line support team, across engineering, and product teams to deliver comprehensive solutions.
- Provide in-depth technical troubleshooting for advanced issues across Samsara s SaaS platform, hardware devices, and integrations, leveraging a deep understanding of networking, cloud technologies, and IoT systems.
- Actively contribute to knowledge base development by documenting detailed resolutions, creating technical guides, and sharing knowledge within support teams.
- Proactively identify trends in customer issues to influence product improvements and optimize support processes, driving continuous enhancement of the customer experience.
- Deliver professional and clear communication to both technical and non-technical stakeholders, ensuring seamless resolution of escalated issues while maintaining a high level of customer satisfaction.
- Focus on Customer Success, Build for the Long Term, Adopt a Growth Mindset, Be Inclusive, Win as a Team, driving innovation and collaboration within the team and across departments.
- Hold a Bachelor’s degree in a technical discipline such as Computer Science, Engineering, or Information Systems, or have 3-5 years of equivalent hands-on technical experience in the absence of a degree.
- Have 2-3 years of experience in a technical product support or specialist role, preferably within SaaS, IoT, or networking environments.
- Demonstrate proficiency troubleshooting hardware and software systems, working with SaaS cloud, and communicating with engineers and customers.
- Possess foundational understanding of networking concepts such as TCP/IP, VPNs, DNS, cloud-based architectures, and hardware troubleshooting.
- Have foundational knowledge in Artificial Intelligence.
- Demonstrate the ability to mentor and guide junior team members, fostering skill development and knowledge sharing.
- Prove the capacity to collaborate effectively across cross-functional teams to troubleshoot and resolve technical issues.
- Exhibit strong written and verbal communication skills, with the ability to actively listen and confidently walk customers through technical issues to resolution.
- Maintain an analytical mindset with a proactive approach to identifying, troubleshooting, and resolving both technical and process-related challenges.
- Possess exceptional organizational skills to manage multiple escalations, prioritize workload effectively, and meet critical deadlines.
- Be available to work flexible hours, including nights and weekends, and provide on-call support as needed for high-impact customer cases.
- Have general knowledge about electrical circuits, GPS, and telematics.
- Be familiar with networking protocols, APIs, and diagnostic tools (highly desirable).
- Be familiar with Slack and Google Workplace applications such as Gmail and Google Docs.
Benefits & Perks
Competitive total compensation package
Employee-led remote and flexible working
Health benefits
Support for remote work
Opportunities for career development and skill mastery
Inclusive work environment with accommodations for disabilities
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