L1 Senior Technical Support

📋 Description

• Serve as the initial technical point of contact for basic and complex customer issues, working within your first-line support team across engineering and product to deliver solutions.
• Provide in-depth troubleshooting for 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 mentoring junior agents on your team.
• 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 high 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.

🎯 Requirements

• Education: We welcome applications from candidates with a bachelor’s degree in a technical field, or those who have gained equivalent expertise through practical experience in areas such as Computer Science, Engineering, or Networking.
• Experience: 3+ years of experience in a technical product support or specialist role, preferably within SaaS, IoT, or networking environments. Proven track record of handling complex technical escalations and collaborating across departments to resolve advanced customer issues.
• Technical Expertise: Solid understanding of networking concepts (e.g., TCP/IP, VPNs, DNS), cloud-based architectures, and hardware troubleshooting. Foundational knowledge in Artificial Intelligence.
• Leadership: Demonstrated ability to mentor and guide junior team members, fostering skill development and knowledge sharing. Experience leading projects or initiatives aimed at improving operational efficiency and customer satisfaction.
• 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. Ideal candidates also have: proficiency in Spanish, French or German; general knowledge about electrical circuits, GPS and telematics; familiarity with networking protocols, APIs, and diagnostic tools; scripting (Python, Bash); and advanced certifications (CCNA, AWS) are a strong plus.

🎁 Benefits

• Flexible, employee-led remote model; on-site offices where applicable, with remote work supported where possible.
• Health and parental leave plans; professional development stipend.
• Above-market total rewards including base pay, bonus, and equity for eligible roles.
• Inclusive, collaborative environment within a high-growth public company.