L1 Technical Support
Mexico City, Monterrey, Guadalajara and QuerétaroFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 2-3 years
- Required Skills
- Artificial IntelligenceCloud ComputingIoTSaaSNetworking
Requirements
- Bachelor’s degree in a technical discipline such as Computer Science, Engineering, or Information Systems, or 3-5 years of equivalent hands-on technical experience in the absence of a degree.
- 2-3 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.
- Foundational understanding of networking concepts (e.g., TCP/IP, VPNs, DNS), cloud-based architectures, and hardware troubleshooting.
- Foundational knowledge in Artificial Intelligence.
- Demonstrated ability to mentor and guide junior team members, fostering skill development and knowledge sharing.
- Proven capacity to collaborate effectively across cross-functional teams to troubleshoot and resolve technical issues.
- Strong written and verbal communication skills; demonstrates active listening and the ability to confidently walk customers through technical issues to resolution.
- 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.
- General knowledge about electrical circuits, GPS, and telematics (desired).
- Familiarity with networking protocols, APIs, and diagnostic tools is highly desirable.
- Familiarity with Slack and Google Workplace applications (Gmail, Google Docs, etc.) (desired).
Responsibilities
- Serve as the initial technical point of contact for basic and complex customer issues, working collaboratively within your first-line support team, across 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 sharing knowledge within 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.
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