Samsara
Technical Support Engineer
About this role
Samsara seeks a Technical Support Engineer to join its Tier 2 support team, resolving complex hardware and software issues for IoT operations customers. You'll troubleshoot sophisticated problems, create documentation, and collaborate with engineering teams to improve customer experience across a platform serving agriculture, construction, transportation, and manufacturing.
What you'll do
- Troubleshoot and resolve medium to high complexity customer issues with IoT hardware and software products
- Respond to customer inquiries within SLA targets and manage support tickets efficiently
- Author and maintain knowledge base articles in partnership with enablement teams
- Reproduce bugs and build testbeds collaboratively with Engineering and Product teams
- Provide product feedback and improvement recommendations to support management
- Champion company cultural principles and support team scaling across global locations
What they're looking for
- Technical troubleshooting and problem-solving
- IoT hardware and software knowledge
- Customer communication and support
- Ticket management and SLA tracking
- Documentation and technical writing
- Collaboration across engineering and product teams
- Product expertise and self-learning
- Root cause analysis
Benefits
- Remote work (US-based, location restrictions apply)
- Opportunity to work on products impacting global industries
- Career development in a hyper-growth environment
- Collaborative, high-caliber team environment
Opens the official application on the employer’s site. No login required.
Samsara
Samsara builds an IoT operations platform that serves agriculture, construction, transportation, and manufacturing industries, with solutions for fleet management, safety, and efficiency across vehicle types. The company is hiring technical support engineers, sales engineers for public sector clients, solutions integration engineers, and software engineers to support its platform infrastructure and customer implementations.
- Website
- samsara.com
Likely interview questions
- Describe your experience troubleshooting complex hardware and software issues in a technical support role.
- How have you prioritized and managed multiple support tickets while meeting SLA targets?