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 in a fast-paced, global environment.
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 using technical knowledge and product expertise.
- Respond to customer inquiries promptly to meet SLA goals and ensure customer satisfaction.
- Create and maintain customer-facing knowledge base articles to enhance self-service support.
- Collaborate with Engineering and Product teams to reproduce bugs, build test environments, and provide product feedback.
Requirements
- B.S. in Computer Science, Engineering Mechanical Electrical, or other technical fields.
- 3-5 years of experience in support, engineering, or other technical roles.
- Bilingual proficiency in English and Spanish.
- Experience with troubleshooting and supporting hardware and software products.
- Strong familiarity with using CRMs like Zendesk or Salesforce.
- Technical know-how - comfortable interfacing with engineers, translating complex technical concepts into everyday language, and working with SaaS systems.
- Excellent customer service and interpersonal skills coupled with the ability to influence individual contributors and leaders across the company.
- Excellent written and verbal communication skills, able to speak both Engineer and Human.
- Strong bias for action, ability to dive deep, 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
Flexible working model (remote, hybrid, or in-office options)
Ready to Apply?
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