Samsara

Technical Support Engineer – Software

Samsara

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇺🇸 United States

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Salary

💰 $60,988 - $92,250 per year

Job Level

JuniorMid-Level

Tech Stack

CloudIoTPython

About the role

  • 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.
  • Use your technical knowledge and product expertise to troubleshoot and resolve customer issues with medium to high complexity.
  • Respond to customers and resolve their inquiries in a timely and helpful manner with a primary focus on meeting our SLA goals.
  • Partner with Enablement to author and maintain customer-facing knowledge base articles to help improve the self-serviceability for our end users.
  • Work closely to develop partnerships with our Engineering and Product teams in order to reproduce bugs and build testbeds as necessary.
  • Provide direct feedback to Support Management for product and process improvements to help enhance the customer experience.
  • 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.

Requirements

  • 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.
  • 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.
  • 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.
  • Strong bias for action, ability to dive deep, and insistence on the highest standards.
  • Ability to work in a hyper-growth environment with shifting priorities.
  • Willingness to work flexible hours with the possibility of rotating coverage for some nights, weekends, and holidays.
  • Experience with SaaS platform operations or you like tinkering with python, JSON, scripting, databases, or cloud systems.
  • Bilingual proficiency in English and Spanish
Benefits
  • Full time employees receive a competitive total compensation package along with employee-led remote and flexible working
  • health benefits
  • much, much more

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
SaaSPythonJSONscriptingdatabasescloud systemstechnical troubleshootinganalyticsIoT solutionsengineering principles
Soft skills
customer serviceinterpersonal skillscommunication skillsinfluencebias for actionproblem-solvingadaptabilityteam collaborationgrowth mindsetinclusivity