Technical Support Engineer

About this role

Samsara seeks a Technical Support Engineer to join its Tier 2 support team, resolving complex hardware and software issues for IoT operations customers. You'll troubleshoot sophisticated problems, create documentation, and collaborate with engineering teams to improve customer experience across a platform serving agriculture, construction, transportation, and manufacturing.

What you'll do

• Troubleshoot and resolve medium to high complexity customer issues with IoT hardware and software products
• Respond to customer inquiries within SLA targets and manage support tickets efficiently
• Author and maintain knowledge base articles in partnership with enablement teams
• Reproduce bugs and build testbeds collaboratively with Engineering and Product teams
• Provide product feedback and improvement recommendations to support management
• Champion company cultural principles and support team scaling across global locations

What they're looking for

• Technical troubleshooting and problem-solving
• IoT hardware and software knowledge
• Customer communication and support
• Ticket management and SLA tracking
• Documentation and technical writing
• Collaboration across engineering and product teams
• Product expertise and self-learning
• Root cause analysis

Benefits

• Remote work (US-based, location restrictions apply)
• Opportunity to work on products impacting global industries
• Career development in a hyper-growth environment
• Collaborative, high-caliber team environment

Likely interview questions

• Describe your experience troubleshooting complex hardware and software issues in a technical support role.
• How have you prioritized and managed multiple support tickets while meeting SLA targets?