L1 Technical Support

Samsara

Remote

Full Time

Posted March 30, 2026

Not Specified

Remote

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Job Description

A technical support role responsible for assisting customers with troubleshooting hardware, software, and IoT systems related to Samsara's Connected Operations Cloud platform, ensuring high customer satisfaction and collaboration across teams.

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 influence product improvements and support process enhancements.
Communicate technical information clearly to technical and non-technical stakeholders to ensure seamless issue resolution.

Requirements

Bachelor's degree in a technical discipline such as Computer Science, Engineering, or Information Systems, or 3-5 years of equivalent hands-on technical experience in the absence of a degree.
2-3 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, communicating with engineers and customers.
Foundational understanding of networking concepts e.g., TCP IP, VPNs, DNS, cloud-based architectures, and hardware troubleshooting.
Foundational knowledge in Artificial Intelligence.
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, demonstrating 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.
Reliable internet connection and a distraction-free work environment suitable for remote work.
Knowledge about electrical circuits, GPS, and telematics is desirable.
Familiarity with networking protocols, APIs, and diagnostic tools is highly desirable.
Familiarity with Slack and Google Workplace applications such as Gmail and Google Docs.