Technical Support Engineer

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

📋 Description

• Deliver exceptional hardware and software support to clients as a member of the Tier 2 Global Technical Support team.

• Address medium- to high-complexity customer issues through effective technical troubleshooting.

• Respond promptly and effectively to customer inquiries while achieving SLA objectives.

• Become proficient in Samsara’s IoT hardware, software, and cloud product offerings.

• Create and update customer-facing knowledge base articles in collaboration with the Enablement team.

• Collaborate with Engineering and Product teams to replicate bugs and develop test environments.

• Provide insights to Support Management regarding product and process enhancements.

• Advocate for Samsara’s cultural principles as the company scales globally and opens new offices.

• Work alongside support engineers in various locations to resolve intricate issues.

⛳️ Requirements

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

• 6 months to 1 year of experience in support, engineering, or other technical roles.

• Bilingual in English and Spanish is mandatory.

• Technical expertise, including the ability to collaborate with engineers, simplify complex technical concepts, and utilize SaaS systems.

• Experience in troubleshooting hardware and installations in a remote setting.

• Outstanding customer service and interpersonal skills.

• Strong written and verbal communication abilities.

• Capability to thrive in a high-growth environment with evolving priorities.

• Availability for flexible hours, including nights and weekends, is preferred.

• Experience with industrial systems, electronics, vehicles, IoT devices, or related hands-on work is advantageous.

• Trilingual in English, Spanish, and French is a plus.

• Familiarity with CRMs such as Zendesk or Salesforce is beneficial.

• Knowledge of vehicles, trailers, and diagnostic ports like OBD-II and J1939 is a plus.

• Legal authorization to work at Samsara and in the specified location is required.

🏝️ Benefits

• Performance-based bonus/variable pay.

• Equity options for eligible positions.

• Flexible, employee-driven remote work model.

• Professional development stipend.

• Comprehensive health care plans.

• Parental leave policies.

• Flexible working arrangements.

• Office spaces available for employees who prefer in-person work.