Description
Samsara, a recently public company listed on the NYSE under the ticker symbol IOT, is seeking an experienced Technical Support Engineer to join its Global Technical Support organization. As a Technical Support Engineer I, you will be part of the Tier 2 support team and play a crucial role in providing world-class hardware and software support to customers.
Responsibilities:
- Develop expertise in Samsara's product portfolio, which combines hardware, software, and cloud solutions to bring real-time visibility, analytics, and AI to operations across multiple industries.
- Troubleshoot and resolve customer issues with medium to high complexity using technical knowledge and product expertise.
- Respond to customer inquiries in a timely and helpful manner, focusing on meeting SLA goals.
- Collaborate with the Enablement team to author and maintain customer-facing knowledge base articles, enhancing self-serviceability for end-users.
- Work closely with Engineering and Product teams to reproduce bugs and build testbeds as necessary.
- Provide direct feedback to Support Management for product and process improvements to enhance the customer experience.
- Embed Samsara's cultural principles, championing customer success, long-term building, growth mindset, inclusivity, and teamwork.
Requirements:
- B.S. in Computer Science, Engineering (Mechanical/Electrical), or other technical fields.
- 1-3 years of experience in support, engineering, or technical roles.
- Bilingual proficiency in English and Spanish.
- Experience with troubleshooting and supporting hardware & software products.
- Familiarity with CRMs like Zendesk or Salesforce.
- Strong technical know-how, customer service, and interpersonal skills.
- Ability to leverage AI tools, work in a hyper-growth environment, and adapt to shifting priorities.
Nice to Have:
- Experience with industrial systems, electronics, or IoT devices.
- French or German proficiency.
Total Rewards: Samsara offers a compensation program with base salary, performance-based bonus, and equity for eligible roles. Benefits include a flexible remote model, professional development stipend, comprehensive health and parental leave plans, and more.