Technical Support Engineer

Samsara
Summary
Join Samsara's Global Technical Support organization as a Technical Support Engineer and provide world-class hardware and software support to our customers. You will resolve complex customer problems, collaborate with other engineers, and improve support across teams. This remote position, open to candidates in Mexico, requires expertise in troubleshooting hardware and software, excellent communication skills, and experience in a technical support role. You will become an expert on Samsara’s IoT solutions, troubleshoot customer issues, respond to inquiries, create knowledge base articles, partner with engineering and product teams, and provide feedback for improvements. This role offers opportunities for career development and impact within a hyper-growth environment. Samsara values teamwork and a customer-centric approach.
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
- Experience troubleshooting hardware and installations in a remote environment
- 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
- 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
- Trilingual English, Spanish and French is a big plus
- Familiarity with using CRMs like Zendesk or Salesforce
- Familiarity with vehicles, trailers and diagnostic ports (e.g., OBD-II, J1939) is a plus
Benefits
Full time employees receive a competitive total compensation package along with employee-led remote and flexible working, health benefits, Samsara for Good charity fund, and much, much more