Technical Support Specialist

Posted 7 months agoViewed

View full description

💎 Seniority level: Junior, 1-3 years of experience in a technical product support role

📍 Location: Mexico

🔍 Industry: Internet of Things (IoT)

🏢 Company: Samsara👥 1001-5000 Wedding Events Event Management

🗣️ Languages: English, Spanish

⏳ Experience: 1-3 years of experience in a technical product support role

🪄 Skills: Communication SkillsAnalytical SkillsCollaborationC (Programming language)Strong communication skillsTechnical support

Requirements:

Bachelor’s degree or higher in a technical discipline such as computer science or engineering.
1-3 years of experience in a technical product support role.
Comfortable interfacing with engineers and translating complex technical concepts.
Technical expertise in cloud applications, mobile computing, and hardware device troubleshooting.
Ability to work flexible hours - nights and weekends a plus.

Responsibilities:

Respond to inbound customer requests for assistance through live channels (phone and chat).
Collaborate with other customer support teams to communicate and escalate customer issues in a timely fashion.
Self-manage personal workload in an effective and efficient manner.
Utilize available knowledge, tools, and resources to resolve customer issues.
Clearly and concisely document communications with Customers.
Champion and embed Samsara’s cultural principles as we scale globally.

Apply

Related Jobs

Apply

🔥 Technical Support Specialist

Posted 5 days ago

📍 Mexico

🔍 IoT

🔧 Requirements

3-5 years of experience in a technical product support or specialist role, preferably within SaaS, IoT, or networking environments.
Strong understanding of networking concepts (e.g., TCP/IP, VPNs, DNS), cloud-based architectures, and hardware troubleshooting.
Proficiency in using diagnostic tools, APIs, and scripting (e.g., Python, Bash) to automate troubleshooting and issue resolution.
Demonstrated ability to mentor and guide junior team members, fostering skill development and knowledge sharing.
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.
Availability to work flexible hours, including nights and weekends, and provide on-call support as needed for high-impact customer cases.

💡 Responsibilities

Serve as a technical escalation point for complex customer issues, working collaboratively with first-line support, 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 mentoring first-line 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.

PythonBashCloud ComputingIoTAPI testingCommunication SkillsProblem SolvingRESTful APIsMentoringNetworkingTroubleshootingTechnical supportScriptingCustomer supportSaaS

Posted 5 days ago

Apply

🔥 Technical Support Specialist

Posted 5 days ago

📍 Argentina, Brazil, Colombia, Costa Rica, Mexico

🔍 SaaS

🏢 Company: Proppel

🔧 Requirements

Extensive experience with Shopify apps, themes, and customizations.
Strong proficiency in web development, including HTML, CSS, and JavaScript.
Experience with React is a plus.
Ability to clearly explain technical concepts to non-technical users.
Excellent written English communication skills for chat and email support.

💡 Responsibilities

Provide technical support via live chat and email, addressing client issues related to Shopify and app integrations.
Assist with theme customizations and minor development tasks to enhance client experiences.
Troubleshoot and resolve technical issues, documenting solutions to improve the knowledge base.
Collaborate with the development team to escalate complex issues and provide feedback for product improvements.
Manage 30-50 support tickets per week, balancing technical troubleshooting and customer communication.

HTMLCSSJavascriptShopifyReactRESTful APIsWritten communicationTechnical supportCustomer support

Posted 5 days ago

Apply