L1 Senior Technical Support
New
S
SamsaraIoT / SaaS
Remote - US, zone 3 and 4, US zone 3 and 4Full-TimeSenior
Salary46,112.5 - 62,000 USD per year
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Job Details
- Languages
- French
- Experience
- 4–6 years
- Required Skills
- IoTSalesforceRESTful APIsJSONSaaSZendesk
Requirements
- Bachelor’s degree in a technical field or equivalent hands-on experience.
- 4–6 years in a technical support or escalation role, ideally in SaaS, networking, or IoT.
- Strong grasp of networking fundamentals (TCP/IP, DNS, DHCP, VPNs).
- Familiarity with cloud platforms and connected hardware systems.
- Experience using diagnostic tools, analyzing logs, and investigating multi-layered technical issues.
- Proficiency in interpreting API responses, JSON data, and web-based integrations.
- Excellent written and verbal communication skills.
- Experience mentoring peers or leading investigation efforts.
Responsibilities
- Serve as the escalation point for the most challenging and high-impact customer cases.
- Lead in-depth root cause analysis of multifaceted product issues across Samsara’s SaaS platform, hardware devices, and integrations.
- Collaborate with Customer Success and Account teams to align on customer impact and resolution strategies.
- Provide guidance to Tier II and III support teams on troubleshooting and communication best practices.
- Identify recurring trends or product gaps and escalate to Product or Engineering teams.
- Create post-mortem summaries, case studies, and advanced internal documentation.
- Participate in high-severity incident calls as a subject matter expert.
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