Job Description
A 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 technical support for Samsara's hardware and software products to resolve customer issues.
- Troubleshoot and resolve medium to high complexity technical problems.
- Respond to customer inquiries promptly to meet SLA goals.
- Create and maintain knowledge base articles to facilitate self-service 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, Mathematics, Science, Business, or another analytical field.
- 2-5 years of experience in support, engineering, or other technical roles.
- Bilingual proficiency in English and Spanish.
- 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 flexible hours with the possibility of rotating coverage for some nights, weekends, and holidays.
Benefits & Perks
Competitive total compensation package
Employee-led remote and flexible working
Health benefits
Flexible working model (remote, hybrid, or in-office options)
Ready to Apply?
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