L1 Senior Bilingual Technical Support Specialist

Samsara

2h•$46,113 - $62,000•Remote

About The Position

You will be a part of our frontline support team made up of highly skilled and professional Technical Support Specialists. You will be responsible for responding to customer requests for technical assistance over the phone and chat. Your work will be fast-paced and independent in nature as you will be expected to manage yourself in a way to be available to respond quickly to our customers. Your work will also be collaborative, working together with other support representatives in multiple support locations to serve our customers. Experience in a technical support role, proven customer-facing skills, and strong communication skills are a must. You should be comfortable handling complex technical issues and working in a fast-paced phone support environment. This is a remote position open to candidates based in the US, zone 3 and 4.

Requirements

Bachelor’s degree in a technical field (e.g., Engineering, Computer Science, Networking) 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.
Demonstrated experience working closely with support and customer-facing teams to resolve complex product issues.
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 — able to explain complex technical issues clearly to customers and internal teams.
Experience mentoring peers or leading investigation efforts.
Comfortable taking ownership of critical cases and driving them to resolution.
Available to work flexible hours, including participation in on-call rotations and handling urgent escalations when needed.

Nice To Haves

Bilingual in French
Familiarity with GPS, electrical circuits, sensors, and telematics technologies.
Experience in customer-facing escalations, particularly with high-stakes or strategic accounts.
Certifications such as CCNA, AWS Cloud Practitioner, or equivalent are a plus.
Working knowledge of tools like Salesforce, Zendesk, Wireshark, Postman, and internal ticketing/log systems.

Responsibilities

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), Customer Success Managers (CSMs), and cross-functional stakeholders across Product and Engineering.
Lead in-depth root cause analysis of multifaceted product issues across Samsara’s SaaS platform, hardware devices, and integrations.
Synthesize data, logs, customer environments, and product behavior to identify patterns and provide actionable insights.
Collaborate with Customer Success and Account teams to align on customer impact, resolution timelines, and communication strategies for complex cases.
Represent Support in strategic account conversations and ensure technical confidence with high-value customers.
Provide guidance to Tier II and III support teams on technical troubleshooting approaches, resolution paths, and customer communication best practices.
Contribute to up-leveling team capabilities through case reviews, coaching, and technical debriefs.
Identify recurring trends or product gaps from escalations and escalate them to the appropriate Product or Engineering teams.
Help inform prioritization by highlighting customer impact and business urgency.
Own the creation of post-mortem summaries, case studies, and advanced-level internal documentation to support knowledge transfer and improve future troubleshooting.
Participate in high-severity incident calls as a subject matter expert.
Help coordinate between Support, Engineering, and Customer teams to ensure accurate updates and effective resolution.
Model a high standard of collaboration, customer obsession, and team-first mentality.
Foster inclusive teamwork and drive a culture of continuous learning.