L1 Senior Technical Support Specialist

Bachelor’s degree in a technical discipline (e.g., Computer Science, Engineering, Information Systems) or 4-6 years of equivalent hands-on technical experience. 3+ years of experience in a technical product support or specialist role, preferably within SaaS, IoT, or networking environments. Demonstrated proficiency troubleshooting hardware and software systems, working with SaaS/cloud, communicating with engineers and customers. Bilingual proficiency in English and French. Solid understanding of networking concepts (e.g., TCP/IP, VPNs, DNS), cloud-based architectures, and hardware troubleshooting. Demonstrated ability to mentor and guide junior team members. Proven capacity to collaborate effectively across cross-functional teams. Strong written and verbal communication skills. Analytical mindset with a proactive approach to identifying, troubleshooting, and resolving 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.

Serve as the initial technical point of contact for basic and complex customer issues. Provide in-depth technical troubleshooting for advanced issues across Samsara’s SaaS platform, hardware devices, and integrations. Actively contribute to knowledge base development by documenting detailed resolutions, creating technical guides, and mentoring junior agents. Proactively identify trends in customer issues to influence product improvements and optimize support processes. Deliver professional and clear communication to both technical and non-technical stakeholders. Champion Samsara’s cultural principles.