Technical Support Engineer - Software and Mobile Apps

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 role requires a strong technical background, proven customer-facing skills, and excellent communication. You will troubleshoot problems, create knowledge base articles, and provide product feedback. The ideal candidate has experience with industrial systems and fleet regulatory compliance. Samsara offers a competitive compensation package and flexible working options.

Requirements

• B.S. in Computer Science, Engineering (Mechanical/Electrical), or other technical fields
• 5-8 years of experience in support, engineering, or other technical roles
• Strong familiarity with using CRMs like Zendesk or Salesforce
• Customer issues related to SW and mobile applications
• 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 at technical and conversational levels
• 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 flexible hours during nights and weekends

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

Preferred Qualifications

• Experience with industrial systems, electronics, tinkering with cars or IoT devices, or similar hands-on work is a big plus
• Experience with fleet regulatory requirements for compliance
• Experience with Databricks or similar data analytics platforms and proficiency in relevant programming languages (e.g., Python, SQL, Scala) for data manipulation and analysis
• Bilingual in English, and one of the following additional languages: French German Dutch

Benefits

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