Job Description
The Technical Support Engineer 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
- Troubleshoot and resolve complex customer hardware and software issues.
- Manage customer support tickets and provide timely resolutions 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.
- Develop expertise in Samsara's IoT product portfolio to assist customers effectively.
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.
- Being bilingual in English and French is a must.
- 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 as part of a rotation.
Benefits & Perks
Competitive total compensation package
Employee-led remote and flexible working
Health benefits
Support for remote work where operationally feasible
Opportunities for career development and growth
Inclusive work environment with accommodations for disabilities
Ready to Apply?
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