Technical Support Engineer - Software

Samsara

15h • Remote

About The Position

Samsara is looking for an experienced Technical Support Engineer - Software to provide world-class hardware and software support experience to our customers. You will be a part of our Tier 2 support team within the umbrella of the Global Technical Support organization. You will resolve complex customer problems and improve support across all teams. Your work will be collaborative, working together with other support engineers in multiple support locations to serve our customers and troubleshoot complex issues. The ideal candidate will have a strong technical background, experience in a technical support role, proven customer-facing skills, and strong communication skills. You understand the day-to-day aspects of customer support, including managing tickets, building knowledge base articles, and providing product feedback to Engineering and PM teams. This is a remote role open to candidates residing in the US except the San Francisco Bay Metro Area, NYC Metro Area, and Washington, D.C. Metro Area. Relocation assistance will not be provided for this position.

Requirements

• B.S. or equivalent work experience in Computer Science, Engineering (Mechanical/Electrical), Mathematics, Science, Business, or another analytical field.
• 2-5 years of experience in support, engineering, or other technical roles.
• Strong familiarity with using CRMs like Zendesk or Salesforce.
• Technical know-how - you’re 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, you can speak both Engineer and Human.
• 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 with the possibility of rotating coverage for some nights, weekends, and holidays.

Nice To Haves

• Experience with SaaS platform operations or you like tinkering with python, JSON, scripting, databases, or cloud systems.
• Bilingual proficiency in English and Spanish

Responsibilities

• Product Expertise: 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.
• Technical Troubleshooting: Use your technical knowledge and product expertise to troubleshoot and resolve customer issues with medium to high complexity.
• Responsiveness & Resolution: Respond to customers and resolve their inquiries in a timely and helpful manner with a primary focus on meeting our SLA goals.
• Documentation: Partner with Enablement to author and maintain customer-facing knowledge base articles to help improve the self-serviceability for our end users.
• Partnerships: Work closely to develop partnerships with our Engineering and Product teams in order to reproduce bugs and build testbeds as necessary.
• Feedback Loop: Provide direct feedback to Support Management for product and process improvements to help enhance the customer experience.
• Team Player: 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 we scale globally and across new offices.

Benefits

• Full time employees receive a competitive total compensation package along with employee-led remote and flexible working, health benefits, and much, much more.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 1,001-5,000 employees