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Job Description
A Technical Support Engineer at Samsara provides advanced hardware and software support for IoT solutions, troubleshooting complex customer issues, documenting knowledge, and collaborating with engineering teams to improve products and customer experience.
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
- Minimum B.S. in Computer Science, Engineering Mechanical Electrical, or other technical fields.
- Minimum 5 years of experience in support, engineering, or other technical roles.
- Fluent English language skills.
- Technical know-how to interface with engineers, translate complex technical concepts into everyday language, and work with SaaS systems.
- Excellent customer service and interpersonal skills, with the ability to influence individual contributors and leaders across the company.
- Excellent written and verbal communication skills, capable of speaking both Engineer and Human language.
- Strong bias for action, ability to dive deep into issues, and insistence on the highest standards.
- Ability to work in a hyper-growth environment with shifting priorities.
- Willingness to work flexible hours during nights and weekends (preferred).
Benefits & Perks
Competitive total compensation package
Employee-led remote and flexible working
Health benefits
Flexible working model including remote, hybrid, and in-office options
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