Full-Time Technical Support Specialist IV

You will be a part of our frontline support team made up of highly skilled and professional Technical Support Specialists. You will be responsible for responding to customer requests for technical assistance over the phone and via email. Experience in a technical support role, proven customer-facing skills, and strong English communication skills are a must. You should be comfortable handling complex technical issues and working in a fast-paced support environment.

In this role, you will:

• Serve as the initial technical point of contact for basic and complex customer issues.
• Provide in-depth technical troubleshooting for advanced issues across Samsara’s SaaS platform, hardware devices, and integrations.
• Actively contribute to knowledge base development by documenting detailed resolutions, creating technical guides, and mentoring junior agents on your team.
• Proactively identify trends in customer issues to influence product improvements and optimize support processes.
• Deliver professional and clear communication to both technical and non-technical stakeholders.
• Champion Samsara’s cultural principles

Minimum requirements for the role:

• Education: Bachelor’s degree or higher in a technical discipline or equivalent experience.
• Experience: 5-7 years of experience in a technical product support or specialist role, preferably within SaaS, IoT, or networking environments.
• Proven track record of handling complex technical escalations and collaborating across departments.
• Bilingual proficiency in English and Spanish is a must.
• Technical Expertise: Strong understanding of networking concepts, cloud-based architectures, and hardware troubleshooting.
• Proficiency in using diagnostic tools, APIs, and scripting to automate troubleshooting and issue resolution.
• Foundational knowledge in Artificial Intelligence.
• Leadership: Demonstrated ability to mentor and guide junior team members.
• Problem Solving: Analytical mindset with a proactive approach.
• Flexibility: Availability to work flexible hours, including nights and weekends, and provide on-call support as needed.

An ideal candidate also has:

• General knowledge about electrical circuits, GPS and telematics.
• Familiarity with networking protocols, APIs, and diagnostic tools is highly desirable
• Advanced certifications (e.g., CCNA, AWS Certified Solutions Architect) are a strong plus.
• Experience integrating and troubleshooting third-party applications and systems with APIs and webhooks.

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