Technical Support Engineer

Samsara is seeking an experienced Technical Support Engineer to provide hardware and software support, troubleshoot complex customer issues, and collaborate with engineering teams. The role involves supporting IoT solutions across various industries, with a focus on customer success and technical expertise.

Location: Remote (US)

Salary: $62,177.50—$94,050 USD

Responsibilities

• Become an expert on Samsara’s IoT product portfolio.
• Troubleshoot and resolve customer issues with medium to high complexity.
• Respond to customer inquiries promptly to meet SLA goals.
• Create and maintain knowledge base articles for self-service support.
• Collaborate with engineering and product teams to reproduce bugs and develop testbeds.
• Provide feedback to support management for product and process improvements.
• Embed Samsara’s cultural principles and support a collaborative team environment.

Requirements

• B.S. or equivalent work experience in Computer Science, Engineering, Mathematics, Science, Business, or related field.
• 2-5 years of experience in support, engineering, or technical roles.
• Familiarity with CRMs like Zendesk or Salesforce.
• Technical knowledge interfacing with engineers, translating technical concepts, working with SaaS systems.
• Excellent customer service, communication, and interpersonal skills.
• Ability to work in a fast-paced, evolving environment with shifting priorities.
• Willingness to work flexible hours, including nights, weekends, and holidays.

Benefits

• Total rewards include above-market total compensation, performance-based bonus/variable pay, and equity for eligible roles.
• Flexible, employee-led remote work model.
• Professional development stipend.
• Comprehensive health and parental leave plans.
• Opportunities for career growth and development.

Additional Information

• Relocation assistance is not provided.
• Candidates must be authorized to work in the US, excluding the San Francisco Bay Area, NYC Metro Area, and Washington, D.C. Metro Area.
• Bilingual proficiency in English and Spanish is a plus.