Job Description
The Technical Support Engineer at Samsara will provide expert hardware and software support to customers, resolving complex issues while collaborating with other support engineers. This role requires strong technical skills, customer-facing abilities, and a commitment to enhancing the customer experience.
Key Responsibilities
- Provide hardware and software support to customers.
- Resolve complex customer issues and improve support processes.
- Manage support tickets and ensure timely resolution.
- Author and maintain customer-facing knowledge base articles.
- Collaborate with Engineering and Product teams to reproduce bugs.
- Provide feedback for product and process improvements.
- Champion Samsara's cultural principles and focus on customer success.
Requirements
- B.S. in Computer Science, Engineering (Mechanical, Electrical), or other technical fields.
- 3-5 years of experience in support, engineering, or other technical roles.
- Being bilingual in English and Spanish is a must.
- 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 holidays and weekends as needed to meet customer demands.
Benefits & Perks
competitive total compensation package
employee-led remote and flexible working
health benefits
Samsara for Good charity fund
Ready to Apply?
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