Job Description
The role involves providing technical support for Samsara's IoT platform and hardware, troubleshooting complex issues, collaborating with cross-functional teams, and contributing to knowledge sharing to ensure customer success and continuous improvement.
Key Responsibilities
- Respond to customer requests for technical assistance via phone and email.
- Perform in-depth troubleshooting of issues related to Samsara's SaaS platform, hardware, and integrations.
- Collaborate with engineering and product teams to resolve complex customer issues.
- Document resolutions, create technical guides, and mentor junior support staff.
- Identify trends in customer issues to suggest product improvements and support process enhancements.
Requirements
- Language Fluency in German
- Bachelor's degree or higher in a technical discipline e.g., Computer Science, Engineering, Networking or equivalent experience
- 3 years of experience in a technical product support or specialist role, preferably within SaaS, IoT, or networking environments
- Proven track record of handling complex technical escalations and collaborating across departments to resolve advanced customer issues
- An understanding of networking concepts e.g., TCP IP, VPNs, DNS, cloud-based architectures, and hardware troubleshooting
- Foundational knowledge in Artificial Intelligence
- Demonstrated ability to mentor and guide junior team members, fostering skill development and knowledge sharing
- Experience leading projects or initiatives aimed at improving operational efficiency and customer satisfaction
- Analytical mindset with a proactive approach to identifying, troubleshooting, and resolving both technical and process-related challenges
- Exceptional organizational skills to manage multiple escalations, prioritize workload effectively, and meet critical deadlines
- Availability to work flexible hours, including nights and weekends, and provide on-call support as needed for high-impact customer cases
Benefits & Perks
Above-market total compensation through base salary, performance-based bonus, and equity
Flexible, employee-led remote work model
Comprehensive health and parental leave plans
Professional development stipend
Ready to Apply?
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