• 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
• 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
• 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

• The ideal candidate will have a strong technical background, experience in a technical support role, proven customer-facing skills, and strong communication skills
• 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

Bilingual proficiency in English and Spanish

• You want to impact the industries that run our world: Your efforts will result in real-world impact—helping to keep the lights on, get food into grocery stores, reduce emissions, and most importantly, ensure workers return home safely
• B.S. or equivalent work experience in Computer Science, Engineering (Mechanical/Electrical), Mathematics, Science, Business, or another analytical field

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

• The range of annual base salary for full-time employees for this position is below

Please note that base pay offered may vary depending on factors including your city of residence, job-related knowledge, skills, and experience $60,987.50—$92,250 USD Full time employees receive a competitive total compensation package along with employee-led remote and flexible working, health benefits, and much, much more