Job Description
The 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 remote, fast-paced environment.
Key Responsibilities
- Provide hardware and software technical support to customers, resolving complex issues.
- Troubleshoot and resolve medium to high complexity customer problems using product knowledge.
- Manage customer inquiries efficiently to meet SLA goals.
- Create and maintain knowledge base articles to enhance 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
- B.S. or equivalent work experience in Computer Science, Engineering Mechanical Electrical, Mathematics, Science, Business, or another analytical field.
- 2-5 years of experience in support, engineering, or other technical roles.
- 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 flexible hours with the possibility of rotating coverage for some nights, weekends, and holidays.
Benefits & Perks
Annual Base Salary Range: $62,177.50 - $94,050 USD
Flexible working model supporting remote, hybrid, or in-office work
Comprehensive health and parental leave plans
Professional development stipend
Performance-based bonus and equity for eligible roles
Opportunities for career growth and skill mastery in a hyper-growth environment
Ready to Apply?
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