Technical Support Engineer – Software

About the Role:

Samsara is looking for an experienced Technical Support Engineer 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 position open to candidates residing in Mexico. Relocation assistance will not be provided for this role.

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 and 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-caliber team that will encourage you to do your best.

In this role you will:

• Product Expertise: Become an expert on Samsaras 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 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 the role:

• B.S. 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.
• Bilingual proficiency in English and Spanish is a must.
• Strong familiarity with using CRMs like Zendesk or Salesforce.
• Technical know-how - youre 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.

An ideal candidate also has:

• Experience with SaaS platform operations or you like tinkering with python JSON scripting databases or cloud systems.