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Samsara (NYSE: IOT) is the pioneer of the Connected Operations Cloud, a platform enabling organizations to harness Internet of Things (IoT) data for actionable insights across physical operations industries including agriculture, construction, field services, transportation, and manufacturing.
You will join the Tier 2 support team within the Global Technical Support organization, responsible for resolving complex customer problems and improving support across all teams. This is a collaborative role working with support engineers across multiple locations to serve customers and troubleshoot complex hardware and software issues.
Key responsibilities include:
- Develop deep product expertise across Samsara's IoT solutions combining hardware, software, and cloud
- Troubleshoot and resolve customer issues of medium to high complexity using technical knowledge
- Respond to customer inquiries in a timely manner while meeting SLA goals
- Author and maintain customer-facing knowledge base articles in partnership with Enablement
- Work closely with Engineering and Product teams to reproduce bugs and build testbeds
- Provide direct feedback to Support Management for product and process improvements
- Participate in on-call rotation to triage and manage high-severity issues and outages
- Champion Samsara's cultural principles as the organization scales globally
The ideal candidate has a strong technical background with proven customer-facing skills and excellent communication abilities. You understand ticket management, knowledge base development, and providing product feedback to engineering and product teams.
Requirements:
- Bachelor's degree in Computer Science, Engineering (Mechanical/Electrical), or other technical fields
- Minimum 5 years of experience in support, engineering, or other technical roles
- Fluent English (required)
- Technical know-how: comfortable interfacing with engineers, translating complex concepts, working with SaaS systems
- Excellent customer service and interpersonal skills with ability to influence across the company
- Excellent written and verbal communication skills
- Strong bias for action, ability to dive deep, insistence on highest standards
- Ability to work in hyper-growth environment with shifting priorities
- Willingness to work flexible hours during nights and weekends (preferred)
- Strong API/Mobile Apps experience
Preferred qualifications:
- Experience with industrial systems, electronics, IoT devices, or hands-on technical work
- Trilingual: English, Spanish, and French
- Strong familiarity with CRMs like Zendesk or Salesforce
