About the role

Technical Support role at Samsara, providing customer assistance across channels. In-depth troubleshooting for SaaS platforms, collaborating globally for seamless support.

Responsibilities

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 assisting customer inbound requests through web, phone, chat and email channels.
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.

Bachelor’s degree in a technical discipline such as Computer Science, Engineering, or Information Systems, or 4–6 years of equivalent hands-on technical experience in the absence of a degree.
3+ years of experience in a technical product support or specialist role, preferably within SaaS, IoT, or networking environments.
Demonstrate proficiency in troubleshooting hardware and software systems, working with SaaS/cloud, communicating with engineers and customers.
Bilingual proficiency in English and French is a must.
Solid understanding of networking concepts (e.g., TCP/IP, VPNs, DNS), cloud-based architectures, and hardware troubleshooting.
Demonstrated ability to mentor and guide junior team members, fostering skill development and knowledge sharing. Proven capacity to collaborate effectively across cross-functional teams to troubleshoot and resolve technical issues.
Strong written and verbal communication skills; demonstrates active listening and the ability to confidently walk customers through technical issues to resolution.
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.
Availability to work flexible hours, including nights and weekends, and provide on-call support as needed for high-impact customer cases.