Technical Support Engineer
Intuitive
Senior Technical Support
Samsara
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $43,138 - $58,000 per year
Job Level
Senior
Tech Stack
AWSCloudDNSIoTPythonTCP/IP
About the role
- Serve as the initial technical point of contact for basic and complex customer issues via phone and email
- Provide in-depth technical troubleshooting for issues across Samsara’s SaaS platform, hardware devices, and integrations
- Collaborate across first-line support, engineering, and product teams to deliver comprehensive solutions
- Document detailed resolutions, create technical guides, and contribute to the knowledge base
- Mentor junior agents and contribute to team development
- Proactively identify trends in customer issues to influence product improvements and optimize support processes
- Deliver professional and clear communication to technical and non-technical stakeholders
- Be available for flexible schedules and on-call support for high-impact customer cases
Requirements
- Bachelor's degree in a technical field or equivalent practical experience
- 3+ years of experience in a technical product support or specialist role (preferably SaaS, IoT, or networking)
- Solid understanding of networking concepts (TCP/IP, VPNs, DNS)
- Experience with cloud-based architectures
- Hardware troubleshooting experience
- Foundational knowledge in Artificial Intelligence
- Demonstrated ability to mentor and lead junior team members
- Analytical problem-solving and ability to manage multiple escalations
- Availability to work flexible hours including nights, weekends, and on-call support
- Familiarity with networking protocols, APIs, and diagnostic tools
- Proficiency in scripting (Python, Bash) to automate troubleshooting
- Experience integrating and troubleshooting third-party applications via APIs and webhooks
- Familiarity with Slack and Google Workplace applications
- Advanced certifications (e.g., CCNA, AWS Certified Solutions Architect) are a strong plus
- Proficiency in Spanish, French, or German is a plus
- General knowledge about electrical circuits, GPS, and telematics
Benefits
- Competitive total compensation package
- Employee-led remote and flexible working
- Health benefits
- Flexible working model with offices open for in-person work
- Reasonable accommodations for qualified persons with disabilities
- Access to company Benefits site for more information
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
technical troubleshootingnetworking conceptsTCP/IPVPNsDNScloud-based architectureshardware troubleshootingscriptingPythonBash
Soft skills
mentoringanalytical problem-solvingcommunicationteam developmentflexibilitycollaborationcustomer serviceinfluencingdocumentationescalation management
Certifications
Bachelor's degreeCCNAAWS Certified Solutions Architect
