Job Description
A Technical Support Engineer role focused on providing advanced hardware and software support for Samsara's IoT solutions, troubleshooting complex customer issues, and collaborating with engineering teams to improve product performance and customer experience.
Key Responsibilities
- Become an expert on Samsara's IoT product portfolio to assist customers effectively.
- Troubleshoot and resolve medium to high complexity technical issues for customers.
- Respond to customer inquiries promptly 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. 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 Spanish is a must.
- 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
Full time employees receive a competitive total compensation package
Employee-led remote and flexible working
Health benefits
Flexible working model that supports remote, hybrid, or in-office work
Opportunities for career development and growth
Ready to Apply?
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