Samsara

Samsara

Technical Support Engineer

Remote - US · Contract

Sponsorship not specified$71k-$96kDetected 14 days ago
Customer SuccessCustomer SupportZendeskCommunicationCollaboration

About the role

  • 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.
  • We set up our employees for success and have built a culture that encourages rapid career development, and 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.

Responsibilities

  • Partner with Enablement to author and maintain customer-facing knowledge base articles to help improve the self-serviceability for our end users.
  • Work closely to develop partnerships with our Engineering and Product teams in order to reproduce bugs and build testbeds as necessary.
  • Provide direct feedback to Support Management for product and process improvements to help enhance the customer experience.
  • 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.
  • You will be responsible for resolving complex customer problems and improving support across all teams.
  • You understand the day-to-day aspects of customer support including managing tickets, building knowledge base articles, and providing product feedback to Engineering and PM teams.
  • If you're ready to build for the long term and own the outcome, your journey starts here.
  • Our offices are open for those who prefer to work in-person and we also support remote work where it aligns with our operational requirements.
  • All offers of employment are contingent upon an individual's ability to secure and maintain the legal right to work at the company and in the specified work location, if applicable.
  • We use Tofu, a fraud detection tool, to validate the authenticity of applications and protect against identity fraud.

Requirements

  • 3-5 years of experience in support, engineering, or other technical roles, including 1-2 years of demonstrated proficiency in troubleshooting mobile applications.
  • Excellent customer service and interpersonal skills coupled with the ability to influence individual contributors and leaders across the company.
  • 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.

Nice to have

  • Experience with industrial systems, electronics, tinkering with cars or IoT devices, or similar hands-on work is a big plus.
  • Experience troubleshooting API's.

Compensation

  • $71k-$96k

Benefits

  • Our compensation program delivers above-market total compensation through a combination of base salary, performance-based bonus/variable pay, and equity (for eligible roles) in a high-growth public company.
  • Flexible Working
  • Beyond compensation, we provide the foundations that enable long-term success: a flexible, employee-led remote model, a professional development stipend, comprehensive health and parental leave plans, and more.

Company info

  • 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, and Equipment Monitoring.
  • 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.
  • Respond to customers and resolve their inquiries in a timely and helpful manner with a primary focus on meeting our SLA goals.
  • Responsiveness & Resolution: Respond to customers and resolve their inquiries in a timely and helpful manner with a primary focus on meeting our SLA goals.
  • At Samsara, we win together, celebrate together and support each other.
  • 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.
  • 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.

Equal opportunity

  • Samsara is an inclusive work environment, and we are committed to ensuring equal opportunity in employment for qualified persons with disabilities.
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This listing is sourced directly from Samsara's careers page and normalized into a canonical job model.