Operations Support Engineer optimizing .NET, React, and NodeJS applications at Manulife. Collaborating with development teams for operational support and system reliability.
About the role
- Technical Support Engineer providing world-class hardware and software support for Samsara's IoT solutions. Troubleshooting complex issues and improving customer support processes.
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.
Benefits
- Flexible, employee-led remote model
- Professional development stipend
- Comprehensive health and parental leave plans
- Performance-based bonus/variable pay
- Above-market total compensation
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