About the Role
This position involves providing high-level technical support for cloud-based hardware and software solutions, troubleshooting complex system integrations, and driving resolution for escalated customer cases.
Responsibilities
- Diagnose and resolve advanced technical issues reported by customers
- Serve as a point of escalation for lower-tier support teams
- Collaborate with engineering teams to identify root causes and implement fixes
- Document technical problems and solutions in internal knowledge systems
- Provide feedback to product teams based on customer-reported issues
- Support onboarding and training for new technical support staff
- Respond to time-sensitive system outages and performance degradation
- Work cross-functionally with customer success and sales engineering
- Maintain up-to-date expertise on product features and updates
- Contribute to improving support processes and tools
- Analyze trends in customer issues to identify systemic problems
- Assist in validating software patches and updates
- Escalate critical bugs with detailed reproduction steps
- Guide customers through complex configuration workflows
- Support integration troubleshooting with third-party systems
- Participate in on-call rotations for urgent issues
- Ensure compliance with data privacy and security standards
- Communicate technical details clearly to non-technical stakeholders
- Track case resolution metrics and service level agreements
- Assist in developing training materials for internal teams
Nice to Have
- Experience supporting enterprise-level customers
- Background in industrial IoT or fleet management systems
- Certifications in networking or cloud platforms
- Prior work in a 24/7 support environment
- Knowledge of containerization or orchestration tools
- Familiarity with mobile device management platforms
- Experience with incident response coordination
- Understanding of cybersecurity best practices
- Previous mentorship or leadership in support roles
- Exposure to agile development methodologies
Benefits
- Comprehensive medical, dental, and vision coverage
- 401(k) retirement plan with company match
- Paid time off and company holidays
- Parental leave for new parents
- Flexible work scheduling options
- Employee stock purchase plan
- Wellness stipend and mental health resources
- Professional development budget
- Home office setup allowance
- Commuter benefits where applicable
Compensation
Competitive salary and benefits package
Work Arrangement
Hybrid work model with flexibility based on location
Team
Part of the global customer support team focused on resolving complex technical issues
Our Impact
- The technology platform helps organizations improve safety, efficiency, and sustainability in their operations.
- Customers use the system to monitor fleets, manage energy usage, and ensure regulatory compliance.
Engineering at Samsara
- Engineers build scalable systems that process large volumes of real-time sensor and video data.
- The culture emphasizes ownership, collaboration, and rapid iteration.
Inclusion and Diversity
- The company is committed to building a diverse and inclusive workplace.
- All qualified applicants receive consideration regardless of background.
Environmental Responsibility
- The platform enables customers to reduce fuel consumption and emissions.
- Internal operations prioritize sustainable practices.
Available for qualified candidates
