Samsara · US
Join Samsara, the pioneer of the Connected Operations Cloud, and help shape the future of physical operations. As a Technical Support Engineer, you'll provide world-class hardware and software support experience to our customers.
About the Role
We're looking for an experienced Technical Support Engineer to join our Tier 2 support team within the Global Technical Support organization. You will be responsible for resolving complex customer problems and improving support across all teams.
As a Technical Support Engineer, you'll have the opportunity to work with a variety of products, including Video-Based Safety, Vehicle Telematics, Apps and Driver Workflows, and Equipment Monitoring.
What You Will Do
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.
Use your technical knowledge and product expertise to troubleshoot and resolve customer issues with medium to high complexity.
Respond to customers and resolve their inquiries in a timely and helpful manner with a primary focus on meeting our SLA goals.
Partner with Enablement to author and maintain customer-facing knowledge base articles to help improve the self-serviceability for our end users.
Work closely to develop partnerships with our Engineering and Product teams in order to reproduce bugs and build testbeds as necessary.
Provide direct feedback to Support Management for product and process improvements to help enhance the customer experience.
What We Are Looking For
B.S. in Computer Science, Engineering (Mechanical/Electrical), or other technical fields.
3–5 years of experience in support, engineering, or other technical roles, including 1–2 years of demonstrated proficiency in troubleshooting mobile applications.
Strong familiarity with using CRMs like Zendesk or Salesforce.
We're looking for someone who is passionate about delivering exceptional customer experiences and has a strong technical background. If you're excited about the opportunity to join our team, please apply!