Technical Support Specialist – German Fluency

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

📋 Description

• Act as the primary technical contact for both basic and intricate customer inquiries.

• Partner with first-line support, engineering, and product teams to provide thorough solutions.

• Conduct detailed technical troubleshooting for Samsara’s SaaS platform, hardware devices, and integrations.

• Record detailed resolutions and develop technical guides for the knowledge base.

• Guide junior agents and facilitate skill enhancement and knowledge sharing.

• Recognize trends in customer issues to drive product improvements and enhance support processes.

• Communicate effectively with both technical and non-technical stakeholders while addressing escalated issues.

• Ensure high levels of customer satisfaction.

• Advocate for Samsara’s cultural principles and promote innovation and collaboration across teams.

⛳️ Requirements

• Proficiency in German.

• A bachelor’s degree or higher in a technical field (e.g., Computer Science, Engineering, Networking) or equivalent experience.

• Over 3 years of experience in a technical product support or specialist role, ideally in SaaS, IoT, or networking environments.

• Demonstrated success in managing complex technical escalations and collaborating across departments to resolve advanced customer issues.

• Knowledge of networking concepts, including TCP/IP, VPNs, and DNS.

• Familiarity with cloud-based architectures and hardware troubleshooting.

• Basic understanding of Artificial Intelligence.

• Capability to mentor and support junior team members.

• Experience in leading projects or initiatives focused on enhancing operational efficiency and customer satisfaction.

• Strong analytical problem-solving skills.

• Organizational skills to handle multiple escalations, prioritize tasks, and meet critical deadlines.

• Willingness to work flexible hours, including nights and weekends, and provide on-call support as required.

• Fluency in French, general knowledge of electrical circuits, GPS and telematics, networking protocols, APIs, diagnostic tools, scripting, third-party integrations, Slack, and Google Workspace are preferred or additional qualifications.

• Advanced certifications such as CCNA or AWS Certified Solutions Architect are highly desirable.

🏝️ Benefits

• Competitive base salary, performance-based bonuses/variable pay, and equity for eligible roles.

• Flexible, employee-driven remote work model.

• Professional development fund.

• Comprehensive health insurance plans.

• Parental leave options.

• Flexible working arrangements.

• Support for remote work aligned with operational needs.