Technical Support Engineer

This is a fully remote position, open to applicants in California, +7 more states.

📋 Description

• Become proficient in Samsara’s comprehensive Internet of Things (“IoT”) product range, which integrates hardware, software, and cloud solutions to deliver real-time visibility, analytics, and AI for operations across diverse industries.

• Leverage your technical expertise and product knowledge to diagnose and resolve customer issues with medium to high complexity.

• Address customer inquiries promptly and effectively, focusing primarily on achieving our SLA objectives.

• Collaborate with the Enablement team to create and maintain customer-facing knowledge base articles that enhance self-service options for our users.

• Work closely to establish partnerships with our Engineering and Product teams to replicate bugs and develop test environments as required.

• Provide constructive feedback to Support Management for product and process enhancements aimed at improving the customer experience.

• Advocate for and embody 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 expand globally and across new offices.

⛳️ Requirements

• Bachelor’s degree in Computer Science, Engineering (Mechanical/Electrical), or related technical fields.

• 3–5 years of experience in support, engineering, or other technical roles, including 1–2 years of proven expertise in troubleshooting mobile applications.

• Strong familiarity with CRM systems such as Zendesk or Salesforce.

• Technical proficiency – comfortable engaging with engineers, translating complex technical ideas into layman's terms, and working with SaaS platforms.

• Exceptional customer service and interpersonal skills, with the ability to influence both individual contributors and leaders across the organization.

• Outstanding written and verbal communication abilities, capable of conversing in both technical and non-technical language.

• Strong inclination for proactive action, a deep dive approach, and a commitment to maintaining the highest standards.

• Ability to thrive in a fast-paced, hyper-growth environment with constantly changing priorities.

• Willingness to work during holidays and weekends as necessary to fulfill customer needs.

🏝️ Benefits

• Flexible working model

• Professional development stipend

• Comprehensive health and parental leave plans

• Performance-based bonus/variable pay

• Equity for eligible roles