Technical Support Specialist

hace 6 días

Ciudad de México, Ciudad de México Samsara A tiempo completo
About the Role

Samsara is seeking an experienced Technical Support Engineer to provide exceptional hardware and software support to our customers. As a key member of our Tier 2 support team, you will be responsible for resolving complex customer issues and improving support across all teams.

Key Responsibilities
  • Product Expertise: Develop in-depth knowledge of Samsara's product portfolio, including hardware, software, and cloud-based solutions.
  • Technical Troubleshooting: Utilize technical knowledge and product expertise to troubleshoot and resolve customer issues with medium to high complexity.
  • Responsiveness & Resolution: Respond to customers in a timely and helpful manner, with a focus on meeting our Service Level Agreement (SLA) goals.
  • Documentation: Collaborate with Enablement to author and maintain customer-facing knowledge base articles, improving self-servicability for end-users.
  • Partnerships: Work closely with Engineering and Product teams to reproduce bugs and build testbeds as necessary.
  • Feedback Loop: Provide direct feedback to Support Management for product and process improvements, enhancing the customer experience.
  • Team Player: Champion and embody 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
  • Bachelor's degree 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, and working with SaaS systems.
  • Excellent customer service and interpersonal skills, with the ability to influence individual contributors and leaders.
  • Excellent written and verbal communication skills, with the ability to 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.
Preferred Qualifications
  • Experience with industrial systems, electronics, tinkering with cars or IoT devices, or similar hands-on work.
  • Trilingual English, Spanish, and French.
About Samsara

Samsara is a pioneer in the Connected Operations Cloud, enabling organizations to harness IoT data and develop actionable insights. We are committed to increasing diversity across our team and ensuring that Samsara is a place where people from all backgrounds can make an impact.

Full-time employees receive a competitive total compensation package, including employee-led remote and flexible working, health benefits, and more. Take a look at our Benefits site to learn more.

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