Technical Support Engineer

Summary

Join Samsara, a pioneer in the Connected Operations™ Cloud, as a Technical Support Engineer! Based remotely in Mexico, you will provide world-class hardware and software support to our customers, resolving complex issues and collaborating with a global team. You will leverage your technical expertise to troubleshoot problems, create knowledge base articles, and provide product feedback. This role offers opportunities for career growth within a rapidly expanding company impacting crucial global industries. You'll be part of a high-caliber team focused on customer success and continuous improvement. Samsara offers a competitive compensation package and flexible working arrangements.

Requirements

• B.S. in Computer Science, Engineering (Mechanical/Electrical), or other technical fields
• 6 months - 1 year of experience in support, engineering, or other technical roles
• Bilingual English and Spanish is a must
• Technical know-how - you’re 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, you can 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

Responsibilities

• Become an expert on Samsara’s product portfolio of complete Internet of Things (“IoT”) solutions combining hardware, software, and cloud to bring real-time visibility, analytics, and AI to operations across multiple industries
• Use your technical knowledge and product expertise to troubleshoot and resolve customer issues with medium to high complexity
• Respond to customers and resolve their inquiries in a timely and helpful manner with a primary focus on meeting our SLA goals
• Partner with Enablement to author and maintain customer-facing knowledge base articles to help improve the self-servisablity for our end users
• Work closely to develop partnerships with our Engineering and Product teams in order to reproduce bugs and build testbeds as necessary
• Provide direct feedback to Support Management for product and process improvements to help enhance the customer experience
• Champion, role model, and embed Samsara’s cultural principles (Focus on Customer Success, Build for the Long Term, Adopt a Growth Mindset, Be Inclusive, Win as a Team) as we scale globally and across new offices

Preferred Qualifications

• Experience with industrial systems, electronics, tinkering with cars or IoT devices, or similar hands-on work is a big plus
• Trilingual English, Spanish and French is a big plus
• Familiarity with using CRMs like Zendesk or Salesforce

Benefits

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