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 products 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 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 to enhance customer experience.
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 software products.
- Strong familiarity with using CRMs like Zendesk or Salesforce.
- Technical know-how - you re 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, you can 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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