Technical Support Engineer

### Role Overview You will be responsible for providing world-class hardware and software support to our customers. As a member of our Tier 2 support team, you will resolve complex customer problems, improve support workflows, and work collaboratively with global support engineers to troubleshoot high-complexity issues. ### Responsibilities - **Product Expertise:** Become an expert on Samsara’s product portfolio of IoT solutions combining hardware, software, and cloud to bring real-time visibility, analytics, and AI to operations. - **Technical Troubleshooting:** Use your technical knowledge and product expertise to troubleshoot and resolve customer issues with medium to high complexity. - **Responsiveness & Resolution:** Respond to customers and resolve their inquiries in a timely and helpful manner with a primary focus on meeting SLA goals. - **Documentation:** Author and maintain customer-facing knowledge base articles to improve self-serviceability for end users. - **Partnerships:** Work closely with Engineering and Product teams to reproduce bugs and build testbeds as necessary. - **Feedback Loop:** Provide direct feedback to Support Management for product and process improvements. ### Requirements - B.S. in Computer Science, Engineering (Mechanical/Electrical), or other technical fields. - 3–5 years of experience in support, engineering, or technical roles, including 1–2 years of demonstrated proficiency in troubleshooting mobile applications. - Strong familiarity with using CRMs like Zendesk or Salesforce. - Technical know-how: Comfortable interfacing with engineers, translating complex technical concepts, and working with SaaS systems. - Excellent customer service and interpersonal skills with the ability to influence cross-functional teams. - 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 holidays and weekends as needed. ### Preferred Qualifications - Experience with industrial systems, electronics, tinkering with cars/IoT devices, or similar hands-on work. - Experience troubleshooting APIs. - Bilingual in Spanish or French.