Senior Technical Support

🕒 June 19

🇺🇸 United States – Remote

💵 $46.1k - $62k / year

⏰ Full Time

🟠 Senior

📞 Support Engineer

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Samsara

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2015

🏢 Enterprise

🚗 Transport

🔐 Security

💰 Seed Round on 2014-08

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.

📋 Description

• Serve as the escalation point for the most challenging and high-impact customer cases • Investigate and resolve advanced technical issues by partnering closely with frontline Technical Support Engineers (TSEs) • Lead in-depth root cause analysis of multifaceted product issues across Samsara’s SaaS platform, hardware devices, and integrations • Collaborate with Customer Success and Account teams to align on customer impact, resolution timelines, and communication strategies for complex cases • Provide guidance to Tier II and III support teams on technical troubleshooting approaches • Identify recurring trends or product gaps from escalations and escalate them to the appropriate Product or Engineering teams • Own the creation of post-mortem summaries and advanced-level internal documentation to support knowledge transfer • Participate in high-severity incident calls as a subject matter expert • Model a high standard of collaboration, customer obsession, and team-first mentality

🎯 Requirements

• Bachelor’s degree in a technical field or equivalent hands-on experience in technical support environments • 4–6 years in a technical support or escalation role, ideally in SaaS, networking, or IoT environments • Strong grasp of networking fundamentals (TCP/IP, DNS, DHCP, VPNs, etc.) • Familiarity with cloud platforms and connected hardware systems • Experience using diagnostic tools, analyzing logs, and investigating multi-layered technical issues • Comfortable interpreting API responses, JSON data, and web-based integrations • Skilled in navigating cross-functional relationships with technical and non-technical stakeholders • Excellent written and verbal communication skills • Experience mentoring peers or leading investigation efforts • Available to work flexible hours, including participation in on-call rotations

🏖️ Benefits

• Flexible, employee-led remote model • Professional development stipend • Comprehensive health plans • Parental leave plans