Technical Support Engineer – Mobile Apps and Compliance

Samsara is the pioneer of the Connected Operations™ Cloud, helping improve the safety, efficiency, and sustainability of physical operations. They are looking for an experienced Technical Support Engineer to provide world-class hardware and software support to customers, resolving complex issues and collaborating with various teams.

Responsibilities:

• 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. in Computer Science, Engineering (Mechanical/Electrical), or other technical fields
• 3–5 years of experience in support, engineering, or other technical roles, including 1–2 years of demonstrated proficiency in troubleshooting mobile applications
• 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 holidays and weekends as needed to meet customer demands
• Experience with industrial systems, electronics, tinkering with cars or IoT devices, or similar hands-on work is a big plus
• Experience troubleshooting API's
• Being bilingual in Spanish, or French is a big plus