Technical Support Specialist

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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.