Cloud Operations Support Specialist

hace 1 semana

Xico, México Samsara A tiempo completo

About Samsara

Samsara, the pioneer of the Connected Operations Cloud, empowers organizations to harness Internet of Things (IoT) data and develop actionable insights. Our mission is to improve safety, efficiency, and sustainability in physical operations that power our global economy.

We are seeking a skilled Technical Support Engineer to provide world-class hardware and software support experience to our customers. You will be part of our Tier 2 support team within the Global Technical Support organization, resolving complex customer problems and improving support across all teams.

This role offers a unique opportunity to make a real-world impact by helping industries that run our world. Your efforts will result in tangible benefits, such as ensuring workers return home safely, reducing emissions, and keeping the lights on.

Your Responsibilities

You will:

  • Become an expert on Samsara's product portfolio of complete 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, focusing on meeting our SLA goals.
  • Partner with Enablement to author and maintain customer-facing knowledge base articles to enhance self-servicability for end users.
  • Work closely with Engineering and Product teams to reproduce bugs and build testbeds as necessary.
  • Provide direct feedback to Support Management for product and process improvements to enhance the customer experience.
  • Champion and embed Samsara's cultural principles, including Focus on Customer Success, Build for the Long Term, Adopt a Growth Mindset, Be Inclusive, and Win as a Team.

Requirements for the Role

To be successful in this position, you should have:

  • A B.S. in Computer Science, Engineering (Mechanical/Electrical), or other technical field.
  • 2-5 years of experience in support, engineering, or other technical roles.
  • Strong familiarity with using CRMs like Zendesk or Salesforce.
  • Technical know-how, including 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, enabling you to speak both Engineer and Human languages.
  • A strong bias for action, ability to dive deep, and insistence on the highest standards.
  • The ability to work in a hyper-growth environment with shifting priorities.
  • A willingness to work flexible hours during nights and weekends.
  • Bilingual English and Spanish.
  • Experience with industrial systems, electronics, tinkering with cars or IoT devices, or similar hands-on work is a plus.

Salary Information

We offer a competitive salary range of $100,000 - $140,000 per year, depending on location and experience.

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