Samsara is looking to provide world-class hardware and software support experience to its customers, and is seeking a Technical Support Engineer - Software to resolve complex customer problems and improve support across all teams.
Requirements
- Strong familiarity with using CRMs like Zendesk or Salesforce.
- Technical know-how - you’re comfortable interfacing with engineers, translating complex technical concepts into everyday language, and working with SaaS systems.
- Experience with SaaS platform operations or you like tinkering with python, JSON, scripting, databases, or cloud systems.
- Bilingual proficiency in English and Spanish
- Strong technical background
- Experience in a technical support role
- Proven customer-facing skills
Responsibilities
- Product Expertise: Become an expert on Samsara’s product portfolio of complete Internet of Things (“IoT”) solutions combining hardware, software, and cloud to bring real-time visibility, analytics, and AI to operations across multiple industries.
- Technical Troubleshooting: Use your technical knowledge and product expertise to troubleshoot and resolve customer issues with medium to high complexity.
- Responsiveness & Resolution: Respond to customers and resolve their inquiries in a timely and helpful manner with a primary focus on meeting our SLA goals.
- Documentation: Partner with Enablement to author and maintain customer-facing knowledge base articles to help improve the self-serviceability for our end users.
- Partnerships: Work closely to develop partnerships with our Engineering and Product teams in order to reproduce bugs and build testbeds as necessary.
- Feedback Loop: Provide direct feedback to Support Management for product and process improvements to help enhance the customer experience.
- Team Player: Champion, role model, and embed 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 scale globally and across new offices.
Other
- B.S. or equivalent work experience in Computer Science, Engineering (Mechanical/Electrical), Mathematics, Science, Business, or another analytical field.
- 2-5 years of experience in support, engineering, or other technical roles.
- Excellent customer service and interpersonal skills coupled with the ability to influence individual contributors and leaders across the company.
- Excellent written and verbal communication skills, you can speak both Engineer and Human.
- Ability to work in a hyper-growth environment with shifting priorities.
