L1 Senior Technical Support Specialist

Toronto - Canada

Monthly Salary: Not Disclosed

Posted on: 10 hours ago

Vacancies: 1 Vacancy

Job Summary

About the role:

Youll 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 this role youll provide exceptional technical assistance across multiple channels phone chat and email helping customers resolve complex issues and get the most out of Samsaras technology.

Youll 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.

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

In this role you will:

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 Samsaras 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 Samsaras 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.

Minimum Requirements for this role:

Education: Bachelors degree in a technical discipline such as Computer Science Engineering or Information Systems or 46 years of equivalent hands-on technical experience in the absence of a degree.
Experience: 3 years of experience in a technical product support or specialist role preferably within SaaS IoT or networking environments.
Demonstrated proficiency troubleshooting hardware and software systems working with SaaS/cloud communicating with engineers and customers.
Bilingual proficiency in English and French is a must.
Technical Expertise: Solid understanding of networking concepts (e.g. TCP/IP VPNs DNS) cloud-based architectures and hardware troubleshooting.
Mentoring and collaboration: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.
Communications skills: Strong written and verbal communication skills; demonstrates active listening and the ability to confidently walk customers through technical issues to resolution.
Problem Solving: 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.
Flexibility: Availability to work flexible hours including nights and weekends and provide on-call support as needed for high-impact customer cases.

An ideal candidate also has:

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.)

Required Experience:

Senior IC

About the role:Youll 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 this role youll provide exceptional technical assistance across multiple channels phone chat and email helping customers reso...

About the role:

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.

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

In this role you will:

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 Samsaras 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 Samsaras 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.

Minimum Requirements for this role:

Education: Bachelors degree in a technical discipline such as Computer Science Engineering or Information Systems or 46 years of equivalent hands-on technical experience in the absence of a degree.
Experience: 3 years of experience in a technical product support or specialist role preferably within SaaS IoT or networking environments.
Demonstrated proficiency troubleshooting hardware and software systems working with SaaS/cloud communicating with engineers and customers.
Bilingual proficiency in English and French is a must.
Technical Expertise: Solid understanding of networking concepts (e.g. TCP/IP VPNs DNS) cloud-based architectures and hardware troubleshooting.
Mentoring and collaboration: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.
Communications skills: Strong written and verbal communication skills; demonstrates active listening and the ability to confidently walk customers through technical issues to resolution.
Problem Solving: 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.
Flexibility: Availability to work flexible hours including nights and weekends and provide on-call support as needed for high-impact customer cases.

An ideal candidate also has:

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.)

Required Experience:

Senior IC

Key Skills

Dhcp
SQL
Active Directory
VOIP
VMware
Customer Service
Windows
Trouble Shooting
Java
VPN
Sharepiont
hardware
Dns
Technical Support
Software Applications

Apply Now

About Company

Samsara

Publicly traded company [NYSE: IOT] offering a single platform for fleet operations at scale. Products include real-time GPS, ELD, AI-powered dash cams, telematics, maintenance, routing, & driver app. Recognized by the Forbes Cloud 100.

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