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Job Description
The role involves providing technical support for Samsara's IoT hardware and software products, 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 complex customer issues related to hardware and software products.
- Respond promptly to customer inquiries to meet SLA goals and ensure customer satisfaction.
- Create and maintain knowledge base articles to improve self-service support for users.
- 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.
- Minimum 5 years of experience in support, engineering, or other technical roles.
- Fluent English is a must.
- 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 during nights and weekends is preferred.
Benefits & Perks
Above-market total compensation including base salary, performance-based bonus, and equity
Flexible working model supporting remote, hybrid, or in-office work
Comprehensive health and parental leave plans
Professional development stipend
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