📍India
Technical Support Engineer

Samsara
📍Remote - Mexico
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Summary
Join Samsara, a pioneer in the Connected Operations™ Cloud, as a Technical Support Engineer. You will be part of a Tier 2 support team, resolving complex customer issues and collaborating with engineers across multiple locations. This role requires a strong technical background, proven customer-facing skills, and excellent communication. You will become a product expert, troubleshoot issues, respond to customer inquiries, create knowledge base articles, and partner with engineering and product teams. Samsara offers a competitive compensation package, flexible working options, and opportunities for career development.
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 - 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
- Willingness to work holidays and weekends as needed to meet customer demands
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-serviceability 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
- Experience troubleshooting API’s
- Trilingual English, Spanish, and French is a big plus
Benefits
- Competitive total compensation package
- Employee-led remote and flexible working
- Health benefits
- Samsara for Good charity fund
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