Technical Support Engineer - Tier 2
S
SamsaraConnected Operations Cloud, IoT
US except the San Francisco Bay Metro Area, NYC Metro Area, and Washington, D.C. Metro AreaFull-TimeMiddle
Salary62177 - 94050 USD per year
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Job Details
- Languages
- English
- Experience
- 2-5 years
- Required Skills
- PythonSalesforceJSONScriptingSaaSZendesk
Requirements
- B.S. or equivalent work experience in Computer Science, Engineering (Mechanical/Electrical), 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 complex technical concepts into everyday language, and working with SaaS systems
- Excellent customer service and interpersonal skills
- Ability to influence individual contributors and leaders across the company
- 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 the possibility of rotating coverage for some nights, weekends, and holidays
- Experience with SaaS platform operations (preferred)
- Tinkering with python, JSON, scripting, databases, or cloud systems (preferred)
- Bilingual proficiency in English and Spanish (preferred)
Responsibilities
- Become an expert on Samsara’s product portfolio of complete Internet of Things (–IoT–) solutions
- Use technical knowledge and product expertise to troubleshoot and resolve customer issues with medium to high complexity
- Respond to customers and resolve their inquiries in a timely and helpful manner with a primary focus on meeting our SLA goals
- Author and maintain customer-facing knowledge base articles to help improve the self-serviceability for end users
- Work closely with Engineering and Product teams in order to reproduce bugs and build testbeds as necessary
- Provide direct feedback to Support Management for product and process improvements to help enhance the customer experience
- Champion, role model, and embed Samsara’s cultural principles
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