Technical Support Engineer

hace 3 meses

Ciudad de México CDMX Samsara A tiempo completo

**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**:
Samsara is looking for an experienced **Technical Support Engineer** to provide world-class hardware and software support experience to our customers. You will be a part of our **Tier 2 support team **within the umbrella of the Global Technical Support organization. You will be responsible for resolving complex customer problems and improving support across all teams. Your work will be collaborative in nature, working together with other support engineers in multiple support locations to serve our customers and troubleshoot complex issues.
- **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**:

- **Product Expertise**: 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.
- **Technical Troubleshooting**: Use your technical knowledge and product expertise to troubleshoot and resolve customer issues with medium to high complexity.
- **Responsiveness & Resolution**: Respond to customers and resolve their inquiries in a timely and helpful manner with a primary focus on meeting our SLA goals.
- **Documentation**: Partner with Enablement to author and maintain customer-facing knowledge base articles to help improve the self-servisablity for our end users.
- **Partnerships**: Work closely to develop partnerships with our Engineering and Product teams in order to reproduce bugs and build testbeds as necessary.
- **Feedback Loop**: Provide direct feedback to Support Management for product and process improvements to help enhance the customer experience.
- **Team Player**: 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.

**Minimum requirements for the role**:

- B.S. in Computer Science, Engineering (Mechanical/Electrical), or other technical field.
- 2-5 years of experience in support, engineering, or other technical role.
- 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 flexible hours during nights and weekends is preferred.
- Bilingual English and Spanish.
- Experience with industrial systems, electronics, tinkering with cars or IoT devices, or similar hands-on work is a big plus.
- Trilingual English, Spanish an

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