Technical Support Specialist

Summary

Join Samsara's frontline support team as a Technical Support Specialist! You will provide technical assistance to customers via phone and chat, handling complex issues and collaborating with other support representatives. This remote position, based in Mexico City and the surrounding area, requires 3-5 years of experience in technical support and strong communication skills. You'll contribute to knowledge base development, troubleshoot advanced issues across Samsara's platform, and proactively identify trends to improve products and processes. This role offers opportunities for career growth and impact within a fast-paced, collaborative environment. Samsara offers a competitive compensation package and benefits.

Requirements

• Bachelor’s degree or higher in a technical discipline (e.g., Computer Science, Engineering, Networking) or equivalent experience
• 3-5 years of experience in a technical product support or specialist role, preferably within SaaS, IoT, or networking environments. Proven track record of handling complex technical escalations and collaborating across departments to resolve advanced customer issues
• Strong understanding of networking concepts (e.g., TCP/IP, VPNs, DNS), cloud-based architectures, and hardware troubleshooting. Proficiency in using diagnostic tools, APIs, and scripting (e.g., Python, Bash) to automate troubleshooting and issue resolution
• Demonstrated ability to mentor and guide junior team members, fostering skill development and knowledge sharing. Experience leading projects or initiatives aimed at improving operational efficiency and customer satisfaction
• Analytical mindset with a proactive approach to identifying, troubleshooting, and resolving both technical and process-related challenges. Exceptional organizational skills to manage multiple escalations, prioritize workload effectively, and meet critical deadlines
• Availability to work flexible hours, including nights and weekends, and provide on-call support as needed for high-impact customer cases

Responsibilities

• Serve as a technical escalation point for complex customer issues, working collaboratively with first-line support, engineering, and product teams to deliver comprehensive solutions
• Provide in-depth technical troubleshooting for advanced issues across Samsara’s SaaS platform, hardware devices, and integrations, leveraging a deep understanding of networking, cloud technologies, and IoT systems
• Actively contribute to knowledge base development by documenting detailed resolutions, creating technical guides, and mentoring first-line support teams
• Proactively identify trends in customer issues to influence product improvements and optimize support processes, driving continuous enhancement of the customer experience
• Deliver professional and clear communication to both technical and non-technical stakeholders, ensuring seamless resolution of escalated issues while maintaining a high level of customer satisfaction
• Champion Samsara’s cultural principles (Focus on Customer Success, Build for the Long Term, Adopt a Growth Mindset, Be Inclusive, Win as a Team), driving innovation and collaboration within the team and across departments

Preferred Qualifications

• General knowledge about Electrical circuits, GPS and telematics
• Familiarity with networking protocols, APIs, and diagnostic tools is highly desirable
• Advanced certifications (e.g., CCNA, AWS Certified Solutions Architect) are a strong plus
• Experience integrating and troubleshooting third-party applications and systems with APIs and webhooks

Benefits

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