Technical Support Engineer

Summary

Join Samsara, a pioneer in the Connected Operations™ Cloud, as a Technical Support Engineer. You will be part of the Tier 2 support team, resolving complex customer issues and collaborating with other engineers. This remote position (US-based, excluding specific states) requires a strong technical background, experience in technical support, and excellent communication skills. You will troubleshoot hardware and software, build knowledge base articles, and provide product feedback. Career growth is encouraged, and you'll contribute to improving the safety and efficiency of various industries. The role offers a competitive salary and benefits package.

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
• Experience with troubleshooting and supporting hardware products
• 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

• Product Expertise : 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
• Technical Troubleshooting : Use your technical knowledge and product expertise to troubleshoot and resolve customer issues with medium to high complexity
• Responsiveness & Resolution : Respond to customers and resolve their inquiries in a timely and helpful manner with a primary focus on meeting our SLA goals
• Documentation : Partner with Enablement to author and maintain customer-facing knowledge base articles to help improve the self-serviceability for our end users
• Partnerships : Work closely to develop partnerships with our Engineering and Product teams in order to reproduce bugs and build testbeds as necessary
• Feedback Loop : Provide direct feedback to Support Management for product and process improvements to help enhance the customer experience
• Team Player: 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 hardware and software
• Being bilingual in Spanish, or French is a big plus

Benefits

• Health benefits
• Samsara for Good charity fund
• Employee-led remote and flexible working