Technical Support Engineer - Software

B.S. or equivalent work experience in Computer Science, Engineering, Mathematics, Science, Business, or another analytical field. 2-5 years of experience in support, engineering, or other technical roles. Strong familiarity with using CRMs like Zendesk or Salesforce. Comfortable interfacing with engineers, translating technical concepts, and working with SaaS systems. Excellent customer service and interpersonal skills. Excellent written and verbal communication skills. Strong bias for action, ability to dive deep, and insistence on the highest standards. Ability to work in a hyper-growth environment with shifting priorities. Willingness to work flexible hours with potential for rotating coverage for nights, weekends, and holidays. Experience with SaaS platform operations or interest in python, JSON, scripting, databases, or cloud systems. Bilingual proficiency in English and Spanish is ideal.

Become an expert on Samsara’s IoT product portfolio. Troubleshoot and resolve customer issues with medium to high complexity. Respond to customers and resolve inquiries within SLA goals. Author and maintain customer-facing knowledge base articles. Partner with Engineering and Product teams to reproduce bugs and build testbeds. Provide direct feedback to Support Management for product and process improvements. Champion Samsara’s cultural principles.