Technical Support Specialist IV

Summary

Join Samsara's frontline support team as a Technical Support Specialist, providing technical assistance to customers via phone and email. This remote position, based in Mexico City or Guadalajara, requires managing complex technical issues independently and collaboratively. You will troubleshoot problems across Samsara's SaaS platform, hardware, and integrations, leveraging your expertise in networking, cloud technologies, and IoT systems. Contribute to knowledge base development, identify trends to improve products, and deliver clear communication to stakeholders. This role offers opportunities for career growth within a rapidly expanding company impacting global industries. You'll be part of a high-caliber team focused on customer success and innovation.

Requirements

• Education : Bachelor’s degree or higher in a technical discipline (e.g., Computer Science, Engineering, Networking) or equivalent experience
• Experience : 5-7 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
• Bilingual proficiency in English and Spanish is a must
• Technical Expertise : 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. Foundational knowledge in Artificial Intelligence
• Leadership : 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
• Problem Solving : 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
• Flexibility: Availability to work flexible hours, including nights and weekends, and provide on-call support as needed for high-impact customer cases

Responsibilities

• Serve as the initial technical point of contact for basic and complex customer issues, working collaboratively within your first-line support team, and across 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 junior agents on your team
• 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

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