Senior Technical Support

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November 12

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Samsara

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Enterprise • Transport • Security

Samsara is a technology company that provides a comprehensive operations platform aimed at improving the efficiency, safety, and sustainability of organizations. Their solutions include video-based safety, vehicle telematics, equipment monitoring, workforce applications, and site visibility. Samsara serves a wide range of industries, including transportation, logistics, construction, and government. The platform connects people, systems, and data, enabling organizations to make faster, data-informed decisions. Samsara's Connected Operations technology helps complex organizations operate more effectively by offering real-time GPS, proactive alerts, compliance training, and asset tracking.

1001 - 5000 employees

Founded 2015

🏢 Enterprise

🚗 Transport

🔐 Security

💰 Seed Round on 2014-08

📋 Description

• Serve as the initial technical point of contact for basic and complex customer issues, working collaboratively within your first-line support team, across engineering, and product teams to deliver comprehensive solutions assisting customer inbound requests through web, phone, chat and email channels • 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.

🎯 Requirements

• Bachelor’s degree in a technical discipline such as Computer Science, Engineering, or Information Systems, or 4–6 years of equivalent hands-on technical experience in the absence of a degree. • 3+ years of experience in a technical product support or specialist role, preferably within SaaS, IoT, or networking environments. • Demonstrated proficiency troubleshooting hardware and software systems, working with SaaS/cloud, communicating with engineers and customers. • Bilingual proficiency in English and Spanish is a must. • Solid understanding of networking concepts (e.g., TCP/IP, VPNs, DNS), cloud-based architectures, and hardware troubleshooting. • Demonstrated ability to mentor and guide junior team members, fostering skill development and knowledge sharing. • Proven capacity to collaborate effectively across cross-functional teams to troubleshoot and resolve technical issues. • Strong written and verbal communication skills; demonstrates active listening and the ability to confidently walk customers through technical issues to resolution. • 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.

🏖️ Benefits

• Full time employees receive a competitive total compensation package along with employee-led remote and flexible working • health benefits • much, much more