Description
Samsara, a pioneer of the Connected Operations™ Cloud, is seeking an experienced Technical Support Engineer to provide world-class hardware and software support experience to its customers.
As a Technical Support Engineer II, you will be part of the Tier 2 support team within the Global Technical Support organization. You will be responsible for resolving complex customer problems and improving support across all teams.
Your work will be collaborative in nature, working together with other support engineers in multiple support locations to serve customers and troubleshoot complex issues.
Key responsibilities:
- Become an expert on Samsara's product portfolio of complete Internet of Things ("IoT") solutions combining hardware, software, and cloud to bring real-time visibility, analytics, and AI to operations across multiple industries.
- Use technical knowledge and product expertise to troubleshoot and resolve customer issues with medium to high complexity.
- Respond to customers and resolve their inquiries in a timely and helpful manner with a primary focus on meeting SLA goals.
- Partner with Enablement to author and maintain customer-facing knowledge base articles to help improve self-servisability 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.
- Champion, role model, and embed Samsara's cultural principles (Focus on Customer Success, Build for the Long Term, Adopt a Growth Mindset, Be Inclusive, Win as a Team) as the company scales globally and across new offices.
Requirements:
- B.S. in Computer Science, Engineering (Mechanical/Electrical), or other technical fields.
- Minimum 5 years of experience in support, engineering, or other technical roles.
- Fluent English is a must.
- Technical know-how - comfortable interfacing with engineers, translating complex technical concepts into everyday language, and working with SaaS systems.
- Excellent customer service and interpersonal skills coupled with the ability to influence individual contributors and leaders across the company.
- Excellent written and verbal communication skills.
- Strong bias for action, ability to dive deep, and insistence on the highest standards.
- Ability to work in a hyper-growth environment with shifting priorities.
- Willingness to work flexible hours during nights and weekends is preferred.
- Strong API/Mobile Apps experience.
Nice to have:
- Experience with industrial systems, electronics, tinkering with cars or IoT devices, or similar hands-on work.
- Trilingual English, Spanish, and French.
- Strong familiarity with using CRMs like Zendesk or Salesforce.
In return, Samsara offers a comprehensive compensation package, including base salary, performance-based bonus/variable pay, and equity (for eligible roles) in a high-growth public company, as well as a flexible working model, professional development stipend, comprehensive health and parental leave plans, and more.