L1 Senior Technical Support

About the role:

You will be a part of our frontline support team made up of highly skilled and professional Technical Support Specialists. You will be responsible for responding to customer requests for technical assistance over the phone and via email. Your work will be fast-paced and independent in nature as you will be expected to manage yourself in a way to be available to respond quickly to our customers. Your work will also be collaborative, working together with other support representatives in multiple support locations to serve our customers.

Experience in a technical support role, proven customer-facing skills, and strong English communication skills are a must. You should be comfortable handling complex technical issues and working in a fast-paced support environment.

This is a remote position open to candidates residing in the US except Alaska, Austin Metro, Boulder Metro, California, Chicago Metro, Connecticut, Dallas Metro, Denver Metro, Houston Metro, Maryland, Massachusetts, New Jersey, New York, Rhode Island, Seattle Metro, and Washington, D.C.

You should apply if:

• You want to impact the industries that run our world: Your efforts will result in real-world impact-helping to keep the lights on, get food into grocery stores, reduce emissions, and most importantly, ensure workers return home safely.
• You are the architect of your own career: If you put in the work, this role won't be your last at Samsara. We set up our employees for success and have built a culture that encourages rapid career development, countless opportunities to experiment and master your craft in a hyper growth environment.
• You're energized by our opportunity: The vision we have to digitize large sectors of the global economy requires your full focus and best efforts to bring forth creative, ambitious ideas for our customers.
• You want to be with the best: At Samsara, we win together, celebrate together and support each other. You will be surrounded by a high-caliber team that will encourage you to do your best.

• Serve as the initial technical point of contact for basic and complex customer issues, working collaboratively within your first-line support team, across engineering, and product teams to deliver comprehensive solutions.
• Provide in-depth technical troubleshooting for advanced issues across Samsara's SaaS platform, hardware devices, and integrations, leveraging a deep understanding of networking, cloud technologies, and IoT systems.
• Actively contribute to knowledge base development by documenting detailed resolutions, creating technical guides, and mentoring junior agents on your team.
• Proactively identify trends in customer issues to influence product improvements and optimize support processes, driving continuous enhancement of the customer experience.
• Deliver professional and clear communication to both technical and non-technical stakeholders, ensuring seamless resolution of escalated issues while maintaining a high level of customer satisfaction.
• Champion Samsara's cultural principles (Focus on Customer Success, Build for the Long Term, Adopt a Growth Mindset, Be Inclusive, Win as a Team), driving innovation and collaboration within the team and across departments.

• Education: We welcome applications from candidates with a bachelor's degree in a technical field, or those who have gained equivalent expertise through practical experience in areas such as Computer Science, Engineering, or Networking.
• Experience: 3+ years of experience in a technical product support or specialist role, preferably within SaaS, IoT, or networking environments. Proven track record of handling complex technical escalations and collaborating across departments to resolve advanced customer issues.

Technical Expertise: Solid understanding of networking concepts (e.g., TCP/IP, VPNs, DNS), cloud-based architectures, and hardware troubleshooting. Foundational knowledge in Artificial Intelligence.

• Leadership: Demonstrated ability to mentor and guide junior team members, fostering skill development and knowledge sharing. Experience leading projects or initiatives aimed at improving operational efficiency and customer satisfaction.
• Problem Solving: Analytical mindset with a proactive approach to identifying, troubleshooting, and resolving both technical and process-related challenges. Exceptional organizational skills to manage multiple escalations, prioritize workload effectively, and meet critical deadlines.
• Flexibility: Availability to work flexible hours, including nights and weekends, and provide on-call support as needed for high-impact customer cases.

An ideal candidate also has:

• Proficiency in Spanish, French or German is a plus.
• General knowledge about electrical circuits, GPS and telematics.
• Familiarity with networking protocols, APIs, and diagnostic tools is highly desirable
• Proficiency in using diagnostic tools, APIs, and scripting (e.g., Python, Bash) to automate troubleshooting and issue resolution.
• Advanced certifications (e.g., CCNA, AWS Certified Solutions Architect) are a strong plus.
• Experience integrating and troubleshooting third-party applications and systems with APIs and webhooks.
• Familiarity with Slack and Google Workplace applications (Gmail, Google Docs, etc.)