Technical Support Specialist

**Who we are**Samsara (NYSE: IOT) is the pioneer of the Connected Operations Cloud, which is a platform that enables organizations that depend on physical operations to harness Internet of Things (IoT) data to develop actionable insights and improve their operations.At Samsara, we are helping improve the safety, efficiency and sustainability of the physical operations that power our global economy.Representing more than 40% of global GDP, these industries are the infrastructure of our planet, including agriculture, construction, field services, transportation, and manufacturing — and we are excited to help digitally transform their operations at scale.Working at Samsara means you'll help define the future of physical operations and be on a team that's shaping an exciting array of product solutions, including Video-Based Safety, Vehicle Telematics, Apps and Driver Workflows, Equipment Monitoring, and Site Visibility.As part of a recently public company, you'll have the autonomy and support to make an impact as we build for the long term.**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 chat.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 communication skills are a must.You should be comfortable handling complex technical issues and working in a fast-paced phone support environment.- **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.**In this Role, You Will**:- Serve as a **technical escalation point** for complex customer issues, working collaboratively with first-line support, 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 first-line support teams.- 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.**Minimum Requirements for this Role**:- **Education**: Bachelor's degree or higher in a technical discipline (e.g., Computer Science, Engineering, Networking) or equivalent experience.- **Experience**: 3-5 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**: Strong understanding of networking concepts (e.g., TCP/IP, VPNs, DNS), cloud-based architectures, and hardware troubleshooting.Proficiency in using diagnostic tools, APIs, and scripting (e.g., Python, Bash) to automate troubleshooting and issue resolution.- **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