Technical Support and Operations Analyst - Sales Systems

About the Role:

We are looking for a detail-oriented and proactive Support and Operations Analyst to join our Growth Product this role you will play a critical part in supporting and managing the day-to-day operations of our go-to-market systems including our eCommerce Webstore sales platforms and internal tools for sellers. This position blends product support operational monitoring QA testing and process improvement -ensuring high-quality user experiences and seamless internal workflows.

This is a remote position open to candidates residing in Mexico.

You should apply if:

• You want to impact the industries that run our world: Your efforts will result in real-world impacthelping to keep the lights on get food into grocery stores reduce emissions and most importantly ensure workers return home safely.
• You are the architect of your own career: If you put in the work this role wont be your last at Samsara. We set up our employees for success and have built a culture that encourages rapid career development countless opportunities to experiment and master your craft in a hyper growth environment.
• Youre energized by our opportunity: The vision we have to digitize large sectors of the global economy requires your full focus and best efforts to bring forth creative ambitious ideas for our customers.
• You want to be with the best: At Samsara we win together celebrate together and support each other. You will be surrounded by a high-calibre team that will encourage you to do your best.

In this role you will:

Product Support

• Offer support for go-to-market tools and platforms delivering timely pragmatic assistance to internal teams and external users.
• Troubleshoot and resolve customer and sales representative issues ensuring swift resolution and a positive experience.
• Investigate and validate go-to-market data resolving discrepancies and supporting ongoing data hygiene efforts.
• Provide product usage guidance to cross-functional teams and stakeholders.
• Identify recurring issues or themes and collaborate with product teams to inform roadmap decisions and drive improvements.

Process Improvements & Documentation

• Work with the product team to drive the evolution of support operations by designing scalable solutions such as automation tools and chatbot workflows.
• Identify opportunities to streamline recurring operational taskse.g. launching new Webstore products or onboarding new marketing campaignsimproving speed and reducing manual effort.
• Maintain a robust knowledge base including process documentation product truths and self-service resources for both internal users and customers.

Product Operations & Monitoring

• Conduct thorough functional testing and validation of product enhancements feature launches and bug fixes.
• Build and improve dashboards that track system performance and product health; proactively set up alerts to detect anomalies and coordinate with engineering to investigate and resolve issues.
• Champion role model and embed Samsaras 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.

Minimum requirements for this role:

• Bachelors Degree or years of professional equivalent experience.
• 4 years of experience in a technical support operations or systems analyst role ideally within a SaaS or technology environment.
• Demonstrated ability to troubleshoot and navigate complex technical systems and workflows.
• Effective communicator with a collaborative mindset and strong interpersonal skills.
• Proven ability to manage competing priorities and meet deadlines in a fast-paced environment.
• Strong analytical and problem-solving abilities with comfort interpreting operational data.
• Experience with project and task management tools and methodologies.

An ideal candidate also has:

• Familiarity with platforms such as Salesforce Stripe Mixpanel Datadog and Contentful.
• Strong organizational skills with excellent attention to detail.
• Understanding of B2B marketing and sales processes and funnels.
• Hands-on experience supporting sales enablement or go-to-market tooling.
• Experience managing B2B eCommerce systems and content management platforms.

Required Experience:

IC