Manager, Technical Support

Summary

Join Samsara's Level 1 Technical Support team as a Supervisor! In this remote role based in Mexico City, Guadalajara, or the surrounding metropolitan areas, you will lead and mentor a team of technical support specialists. Your responsibilities include coaching, performance management, operational oversight, and driving continuous improvement. You will handle customer escalations, manage scheduling, and collaborate with other teams. The ideal candidate possesses strong leadership experience in a contact center environment, technical acumen, and bilingual proficiency in English and Spanish. Samsara offers a competitive compensation package, including health benefits and flexible working arrangements.

Requirements

• BA/BS degree or equivalent work experience required
• 2+ years of leadership experience in technical support within a contact center environment in the last 3 years
• Technical acumen in Hardware, Networking, or API integrations
• Bilingual proficiency in English and Spanish is a must
• Proven track record of leading high-performance technical support teams in a high-volume, contact center environment
• Strong understanding of the Behavioral Coaching Model, including experience with SMART goal-setting or similar frameworks
• Experience with performance management and professional development planning for both FTE and contingent workforces
• Familiarity with CRM and ticketing platforms such as Zendesk or Salesforce Service Cloud
• Excellent problem-solving and troubleshooting skills with the ability to think critically and exercise mature judgment
• Superior customer-facing skills, with the ability to effectively communicate and represent Samsara with strategic accounts and partners
• Experience working in a global support environment across multiple time zones

Responsibilities

• Lead and mentor a team of Level 1 Technical Support Specialists, fostering a culture of continuous learning and professional growth
• Provide real-time coaching and feedback, leveraging the Behavioral Coaching Model to drive team development and performance improvements
• Conduct regular ticket audits and QA reviews, identifying trends and opportunities to enhance customer interactions
• Work closely with Training, Workforce Management, and Support Operations to plan and execute structured onboarding and ongoing development programs for the team
• Establish and track clear performance metrics to ensure service levels, quality standards, and customer satisfaction goals are met
• Hire, develop, and lead an inclusive and high-performing team, ensuring alignment with Samsara’s cultural principles
• Manage real-time operations across multiple contact channels (Phone, Email, Chat), adjusting coverage as needed to maintain service levels
• Oversee scheduling, time-off requests, and time reporting for full-time employees and contractors
• Serve as the first point of escalation for complex customer issues, ensuring timely resolution and working with leadership as needed
• Think strategically about existing support processes, proactively identifying areas for improvement and implementing best practices
• Assist with peak phone volumes to stay connected with customer needs and maintain a hands-on understanding of team challenges
• Collaborate cross-functionally with Product, Engineering, and Sales teams to escalate critical customer issues and provide feedback on product enhancements
• Identify opportunities to optimize technical support workflows, automation, and self-service resources to improve efficiency and scalability
• Drive adoption of ITSM methodologies and best practices to enhance support processes and service delivery
• Champion, role model, and embed Samsara’s cultural principles: Focus on Customer Success, Build for the Long Term, Adopt a Growth Mindset, Be Inclusive, and Win as a Team

Preferred Qualifications

• French proficiency is a plus
• Strong knowledge of ITSM or COPC methodologies and best practices

Benefits

• Competitive total compensation package
• Employee-led remote and flexible working
• Health benefits
• Samsara for Good charity fund