L1 Senior Technical Support

Samsara•Toronto, ON

1d•Remote

About The Position

You’ll join our frontline Technical Support team, a group of highly skilled and customer-focused professionals who serve as the first point of contact for our users. In this role, you’ll provide exceptional technical assistance across multiple channels — phone, chat, and email — helping customers resolve complex issues and get the most out of Samsara’s technology. You’ll thrive in a fast-paced, independent environment where responsiveness and ownership are key, while also collaborating closely with support teammates across global locations to deliver a seamless and world-class customer experience. As this is a remote role, a reliable internet connection and a distraction-free work environment are required to perform duties effectively and at full capacity. This is a remote position open to candidates based in Canada. Relocation assistance will not be provided.

Requirements

Bachelor’s degree in a technical discipline such as Computer Science, Engineering, or Information Systems, or 4–6 years of equivalent hands-on technical experience in the absence of a degree.
3+ years of experience in a technical product support or specialist role, preferably within SaaS, IoT, or networking environments.
Demonstrate proficiency in troubleshooting hardware and software systems, working with SaaS/cloud, communicating with engineers and customers.
Bilingual proficiency in English and French is a must.
Solid understanding of networking concepts (e.g., TCP/IP, VPNs, DNS), cloud-based architectures, and hardware troubleshooting.
Demonstrated ability to mentor and guide junior team members, fostering skill development and knowledge sharing. Proven capacity to collaborate effectively across cross-functional teams to troubleshoot and resolve technical issues.
Strong written and verbal communication skills; demonstrates active listening and the ability to confidently walk customers through technical issues to resolution.
Analytical mindset with a proactive approach to identifying, troubleshooting, and resolving both technical and process-related challenges. Exceptional organizational skills to manage multiple escalations, prioritize workload effectively, and meet critical deadlines.
Availability to work flexible hours, including nights and weekends, and provide on-call support as needed for high-impact customer cases.

Nice To Haves

General knowledge about electrical circuits, GPS and telematics.
Familiarity with networking protocols, APIs, and diagnostic tools is highly desirable
Foundational knowledge in Artificial Intelligence.
Familiarity with Slack and Google Workplace applications (Gmail, Google Docs, etc.)

Responsibilities

Serve as the initial technical point of contact for basic and complex customer issues, working collaboratively within your first-line support team, across engineering, and product teams to deliver comprehensive solutions assisting customer inbound requests through web, phone, chat and email channels
Provide in-depth technical troubleshooting for advanced issues across Samsara’s SaaS platform, hardware devices, and integrations, leveraging a deep understanding of networking, cloud technologies, and IoT systems.
Actively contribute to knowledge base development by documenting detailed resolutions, creating technical guides, and mentoring junior agents on your team.
Proactively identify trends in customer issues to influence product improvements and optimize support processes, driving continuous enhancement of the customer experience.
Deliver professional and clear communication to both technical and non-technical stakeholders, ensuring seamless resolution of escalated issues while maintaining a high level of customer satisfaction.
Champion Samsara’s cultural principles (Focus on Customer Success, Build for the Long Term, Adopt a Growth Mindset, Be Inclusive, Win as a Team), driving innovation and collaboration within the team and across departments.