Technical Support Engineer I

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

📋 Description

• Become well-versed in Samsara's Internet of Things (IoT) hardware, software, and cloud offerings.

• Diagnose and resolve customer issues of medium to high complexity.

• Address customer inquiries swiftly while adhering to service level agreement (SLA) targets.

• Create and update knowledge base articles intended for customers in collaboration with Enablement.

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

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

• Advocate for and exemplify Samsara's cultural values throughout the global organization.

⛳️ Requirements

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

• 1–3 years of experience in support, engineering, or other technical positions.

• Bilingual proficiency in English and Spanish is mandatory.

• Experience in troubleshooting and supporting hardware and software products.

• Strong knowledge of customer relationship management (CRM) systems such as Zendesk or Salesforce.

• Technical expertise with Software as a Service (SaaS) systems and the ability to simplify complex technical ideas.

• Exceptional customer service, interpersonal, written, and verbal communication skills.

• Capability to utilize AI tools to automate routine tasks and enhance processes.

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

• Willingness to work on holidays and weekends when necessary.

• Proficiency in French or German is an advantage.

• Experience with industrial systems, electronics, automotive, IoT devices, or similar practical work is a plus.

• Must be able to secure and maintain the legal right to work in the designated location.

🏝️ Benefits

• Performance-based bonus and variable compensation.

• Equity options for eligible positions.

• Flexible, employee-driven remote work model.

• Stipend for professional development.

• Comprehensive health insurance plans.

• Parental leave benefits.

• Flexible working arrangements.

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