Technical Support Engineer - SW and Mobile Apps
SamsaraPosted June 5, 2025
Location not specified
$68k - $104k
Full Time
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 product performance and customer satisfaction in the IoT industry.
Responsibilities
- •Become an expert on Samsara's IoT product portfolio, including hardware, software, and cloud solutions.
- •Troubleshoot and resolve complex customer issues related to software and mobile applications.
- •Respond promptly to customer inquiries to meet SLA goals.
- •Create and maintain customer-facing knowledge base articles to enhance self-service support.
- •Collaborate with Engineering and Product teams to reproduce bugs and develop test environments.
Requirements
- •A B.S. degree in Computer Science, Engineering (Mechanical, Electrical), or other technical fields.
- •5-8 years of experience in support, engineering, or other technical roles.
- •Strong familiarity with using CRMs like Zendesk or Salesforce.
- •Experience handling customer issues related to software and mobile applications.
- •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 at both technical and conversational levels.
- •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.
- •Ability to troubleshoot and resolve customer issues with medium to high complexity using technical knowledge and product expertise.
- •Partner with Enablement to author and maintain customer-facing knowledge base articles to improve self-service for end users.
- •Develop partnerships with Engineering and Product teams to reproduce bugs and build testbeds as necessary.
- •Willingness to work flexible hours during nights and weekends.
Benefits
- •Competitive total compensation package
- •Employee-led remote and flexible working
- •Health benefits
- •Samsara for Good charity fund
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