About the company
Samsara (NYSE: IOT) is the pioneer of the Connected Operations™ Cloud, a platform that enables organizations to harness IoT data to improve safety, efficiency, and sustainability. We serve industries like agriculture, construction, field services, transportation, and manufacturing.
Responsibilities
- Become an expert on Samsara's IoT product portfolio (hardware, software, cloud)
- Troubleshoot and resolve customer issues with medium to high complexity
- Respond to customers and resolve inquiries in a timely manner, meeting SLA goals
- Author and maintain customer-facing knowledge base articles
- Partner with Engineering and Product teams to reproduce bugs and build testbeds
- Provide feedback to Support Management for product and process improvements
- Champion Samsara's cultural principles
Requirements
- B.S. in Computer Science, Engineering, or other technical fields
- 6 months - 1 year of experience in support, engineering, or other technical roles
- Bilingual English and Spanish is a must
- Comfortable interfacing with engineers and translating technical concepts
- Experience troubleshooting hardware and installations in a remote environment
- Excellent customer service and interpersonal skills
- Strong written and verbal communication skills
- Strong bias for action and ability to dive deep
- Willingness to work flexible hours during nights and weekends preferred
Conditions
- Remote position based in Mexico
- Part of Tier 2 support team within Global Technical Support organization