Technical Support Engineer
Core
Provide Tier 2 technical support for Samsara's IoT hardware and software solutions, resolving complex customer issues and improving self-serviceability.
Role type
Senior Technical Support Engineer (IoT)
Builds
Customer support resolution and knowledge base articles for IoT operations platforms
Domain
Industrial IoT, Connected Operations, SaaS
Deliverable
client delivery
Required skills
Technical troubleshooting, CRM proficiency (Zendesk/Salesforce), SaaS system navigation, complex issue resolution, documentation authoring, cross-functional collaboration
Preferred skills
Industrial systems knowledge, API troubleshooting, hands-on electronics/IoT device experience
Technologies
Zendesk, Salesforce, IoT devices, SaaS platforms
Responsibilities
Troubleshoot and resolve medium-to-high complexity customer issues; Author and maintain customer-facing knowledge base articles; Partner with Engineering to reproduce bugs and build testbeds; Provide product feedback to Engineering and PM teams; Respond to customer inquiries meeting SLA goals
Seniority
Mid-Senior, hands-on IC
