Senior Technical Support

Samsara

Technical Support Specialist resolving complex technical issues for customers at Samsara. Leading investigations and mentoring junior team members in a collaborative support environment.

Posted 6/19/2026full-timeRemote • 🇺🇸 United StatesSenior💰 $46,112 - $62,000 per yearWebsite

Tech Stack

Tools & technologies

CloudDNSIoTTCP/IP

About the role

Key responsibilities & impact

Serve as the escalation point for the most challenging and high-impact customer cases
Investigate and resolve advanced technical issues by partnering closely with frontline Technical Support Engineers (TSEs)
Lead in-depth root cause analysis of multifaceted product issues across Samsara’s SaaS platform, hardware devices, and integrations
Collaborate with Customer Success and Account teams to align on customer impact, resolution timelines, and communication strategies for complex cases
Provide guidance to Tier II and III support teams on technical troubleshooting approaches
Identify recurring trends or product gaps from escalations and escalate them to the appropriate Product or Engineering teams
Own the creation of post-mortem summaries and advanced-level internal documentation to support knowledge transfer
Participate in high-severity incident calls as a subject matter expert
Model a high standard of collaboration, customer obsession, and team-first mentality

Requirements

What you’ll need

Bachelor’s degree in a technical field or equivalent hands-on experience in technical support environments
4–6 years in a technical support or escalation role, ideally in SaaS, networking, or IoT environments
Strong grasp of networking fundamentals (TCP/IP, DNS, DHCP, VPNs, etc.)
Familiarity with cloud platforms and connected hardware systems
Experience using diagnostic tools, analyzing logs, and investigating multi-layered technical issues
Comfortable interpreting API responses, JSON data, and web-based integrations
Skilled in navigating cross-functional relationships with technical and non-technical stakeholders
Excellent written and verbal communication skills
Experience mentoring peers or leading investigation efforts
Available to work flexible hours, including participation in on-call rotations

Benefits

Comp & perks

Flexible, employee-led remote model
Professional development stipend
Comprehensive health plans
Parental leave plans

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

technical supportroot cause analysisnetworking fundamentalsTCP/IPDNSDHCPVPNsAPI interpretationJSONdiagnostic tools

Soft Skills

collaborationcustomer obsessionteam-first mentalitycommunicationmentoringproblem-solvingflexibilitystakeholder managementleadershipdocumentation