Job Description
A Technical Support Engineer at Samsara provides advanced hardware and software support to customers, troubleshooting complex issues, documenting solutions, and collaborating with engineering teams to improve product performance and customer experience.
Key Responsibilities
- Become an expert on Samsara's IoT product portfolio, including hardware, software, and cloud solutions.
- Troubleshoot and resolve customer issues with medium to high complexity related to hardware and software.
- Respond to customer inquiries promptly to meet SLA goals.
- Author and maintain customer-facing knowledge base articles to improve self-service support.
- Collaborate with Engineering and Product teams to reproduce bugs and develop test environments.
- Provide feedback to Support Management for product and process improvements.
Requirements
- Minimum of a B.S. in Computer Science, Engineering Mechanical Electrical, or other technical fields.
- 3-5 years of experience in support, engineering, or other technical roles.
- Experience with troubleshooting and supporting hardware products.
- Strong familiarity with using CRMs like Zendesk or Salesforce.
- Technical know-how to interface with engineers, translate complex technical concepts into everyday language, and work with SaaS systems.
- Excellent customer service and interpersonal skills, with the ability to influence individual contributors and leaders across the company.
- Excellent written and verbal communication skills, capable of speaking both Engineer and Human language.
- Strong bias for action, ability to dive deep into issues, and insistence on the highest standards.
- Ability to work in a hyper-growth environment with shifting priorities.
- Willingness to work holidays and weekends as needed to meet customer demands.
Benefits & Perks
Competitive total compensation package
Employee-led remote and flexible working
Health benefits
Samsara for Good charity fund
Ready to Apply?
Join Samsara and make an impact
Stay Updated on Sustainability Jobs
Get the latest renewable energy jobs and career tips delivered to your inbox.
Job Alerts
Get notified about new sustainability jobs
