L1 Technical Support

About the role:

You'll join our frontline Technical Support team, a group of highly skilled and customer-focused professionals who serve as the first point of contact for our users. In this role, you'll provide exceptional technical assistance across multiple channels — phone, chat, and email — helping customers resolve complex issues and get the most out of Samsara's technology.

You'll thrive in a fast-paced, independent environment where responsiveness and ownership are key, while also collaborating closely with support teammates across global locations to deliver a seamless and world-class customer experience.

As this is a remote role, a reliable internet connection and a distraction-free work environment are required to perform duties effectively and at full capacity.

This is a remote position open to candidates based in Mexico City, Monterrey, Guadalajara and Querétaro 

You should apply if:

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 the initial technical point of contact for basic and complex customer issues, working collaboratively within your first-line support team, across 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 sharing knowledge within 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 in a technical discipline such as Computer Science, Engineering, or Information Systems, or 3-5 years of equivalent hands-on technical experience in the absence of a degree. Experience: 2-3 years of experience in a technical product support or specialist role, preferably within SaaS, IoT, or networking environments.Demonstrated proficiency troubleshooting hardware and software systems, working with SaaS/cloud, communicating with engineers and customers.Technical Expertise: Foundational understanding of networking concepts (e.g., TCP/IP, VPNs, DNS), cloud-based architectures, and hardware troubleshooting. Foundational knowledge in Artificial Intelligence. Mentoring and collaboration: Demonstrated ability to mentor and guide junior team members, fostering skill development and knowledge sharing. Proven capacity to collaborate effectively across cross-functional teams to troubleshoot and resolve technical issues.Communications skills: Strong written and verbal communication skills; demonstrates active listening and the ability to confidently walk customers through technical issues to resolution.Problem Solving: Analytical mindset with a proactive approach to identifying, troubleshooting, and resolving both technical and process-related challenges. Exceptional organizational skills to manage multiple escalations, prioritize workload effectively, and meet critical deadlines.Flexibility: Availability to work flexible hours, including nights and weekends, and provide on-call support as needed for high-impact customer cases.

An ideal candidate also has:

General knowledge about electrical circuits, GPS, and telematics. Familiarity with networking protocols, APIs, and diagnostic tools is highly desirableFoundational knowledge in Artificial Intelligence.Familiarity with Slack and Google Workplace applications (Gmail, Google Docs, etc.)

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