Senior Technical Support

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the primary escalation point for complex and high-impact customer cases

• Analyze and resolve advanced technical challenges by collaborating closely with frontline Technical Support Engineers (TSEs)

• Conduct thorough root cause analyses of intricate product issues across Samsara’s SaaS platform, hardware devices, and integrations

• Work in conjunction with Customer Success and Account teams to synchronize on customer impact, resolution timelines, and communication strategies for complicated cases

• Offer guidance to Tier II and III support teams on effective technical troubleshooting methods

• Recognize recurring trends or product deficiencies from escalations and communicate them to the relevant Product or Engineering teams

• Oversee the development of post-mortem summaries and advanced-level internal documentation to facilitate knowledge transfer

• Engage in high-severity incident calls as a subject matter expert

• Exemplify a high standard of collaboration, customer focus, and team-first mentality

⛳️ Requirements

• Bachelor’s degree in a technical field or equivalent practical experience in technical support settings

• 4–6 years of experience in a technical support or escalation role, preferably within SaaS, networking, or IoT environments

• Strong understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPNs, etc.)

• Familiarity with cloud platforms and connected hardware systems

• Proficient in using diagnostic tools, analyzing logs, and investigating complex technical issues

• Comfortable interpreting API responses, JSON data, and web-based integrations

• Adept at navigating cross-functional relationships with both technical and non-technical stakeholders

• Exceptional written and verbal communication skills

• Experience in mentoring peers or leading investigative efforts

• Willingness to work flexible hours, including participation in on-call rotations

🏝️ Benefits

• Flexible, employee-driven remote work model

• Professional development stipend

• Comprehensive health plans

• Parental leave plans