Technical Support Engineer II
Core
Provide Tier 2 technical support for Samsara's IoT hardware and software solutions, resolving complex customer issues and improving support processes.
Role type
Senior Technical Support Engineer (Tier 2)
Builds
Customer support operations and knowledge base for IoT fleet management and safety platforms
Domain
Industrial IoT, Fleet Management, SaaS
Deliverable
client delivery
Required skills
Technical troubleshooting, API/Mobile Apps experience, SaaS systems, CRM usage (Zendesk/Salesforce), Knowledge base documentation, Cross-functional collaboration
Preferred skills
Industrial systems/electronics experience, IoT device tinkering, Trilingual (English/Spanish/French)
Technologies
IoT devices, SaaS platforms, CRMs (Zendesk, Salesforce)
Responsibilities
Troubleshoot medium to high complexity customer issues, Author and maintain knowledge base articles, Partner with Engineering to reproduce bugs, Provide feedback for product improvements, Manage on-call rotation for high-severity outages
Seniority
Senior, hands-on IC