Technical Support Engineer
New
This role is open to candidates residing in the US except Alaska, Austin Metro, Boulder Metro, California, Chicago Metro, Connecticut, Dallas Metro, Denver Metro, Houston Metro, Maryland, Massachusetts, New Jersey, New York, Rhode Island, Seattle Metro, and Washington, D.C.Full-TimeMiddle
Salary71,102.5 - 95,600 USD per year
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Job Details
- Experience
- 3–5 years
- Required Skills
- IoTSalesforceCustomer serviceTechnical supportSaaSZendesk
Requirements
- B.S. in Computer Science, Engineering (Mechanical/Electrical), or related technical field.
- 3–5 years of experience in support, engineering, or related technical roles.
- 1–2 years of demonstrated proficiency in troubleshooting mobile applications.
- Strong familiarity with using CRMs like Zendesk or Salesforce.
- Comfortable interfacing with engineers and translating complex technical concepts.
- Experience working with SaaS systems.
- Excellent customer service and interpersonal skills.
- Excellent written and verbal communication skills.
- Strong bias for action and ability to dive deep into technical problems.
- Ability to work in a hyper-growth environment with shifting priorities.
- Willingness to work holidays and weekends as needed.
Responsibilities
- Become an expert on the Samsara product portfolio including hardware, software, and cloud IoT solutions.
- Troubleshoot and resolve customer issues with medium to high complexity.
- Respond to and resolve customer inquiries in a timely manner while meeting SLA goals.
- Author and maintain customer-facing knowledge base articles in partnership with Enablement.
- Develop partnerships with Engineering and Product teams to reproduce bugs and build testbeds.
- Provide direct feedback to Support Management regarding product and process improvements.
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