L1 Senior Technical Support

18 hours, 10 minutes ago
Full-time
Mid Level
Technical Writing and Documentation
Samsara

Samsara

Samsara pioneers the Connected Operations Cloud, offering AI safety programs, real-time visibility, and integrations for industries to enhance efficiency, safety, and sustainability globally.

IT Services
1K-5K
Founded 2015

Description

  • Serve as the first technical point of contact for customer issues across web, phone, chat, and email channels.
  • Troubleshoot complex hardware, software, SaaS, cloud, networking, and IoT-related issues.
  • Collaborate with engineering, product, and first-line support teams to deliver end-to-end resolutions.
  • Document resolutions, create technical guides, and contribute to knowledge base content.
  • Mentor and guide junior support agents on technical processes and best practices.
  • Identify recurring customer issues and support process improvements to enhance the customer experience.
  • Communicate clearly with technical and non-technical stakeholders to resolve escalated cases.
  • Support high-priority customer issues while maintaining strong ownership, responsiveness, and customer satisfaction.
  • Champion team and company cultural principles in day-to-day work.

Requirements

  • Bachelor’s degree in Computer Science, Engineering, Information Systems, or a related technical discipline, or 4–6 years of equivalent hands-on technical experience.
  • 3+ years of experience in a technical product support or specialist role, preferably in SaaS, IoT, or networking environments.
  • Bilingual proficiency in English and French is required.
  • Solid understanding of networking concepts such as TCP/IP, VPNs, and DNS.
  • Experience troubleshooting hardware and software systems and working with SaaS/cloud technologies.
  • Demonstrated ability to mentor junior team members and collaborate across cross-functional teams.
  • Strong written and verbal communication skills with the ability to guide customers through technical issues.
  • Analytical and organized problem-solving skills with the ability to manage multiple escalations and deadlines.
  • Availability to work flexible hours, including nights and weekends, and provide on-call support as needed.
  • General knowledge of electrical circuits, GPS, telematics, networking protocols, APIs, diagnostic tools, or foundational artificial intelligence knowledge is preferred.
  • Familiarity with Slack and Google Workspace applications is preferred.
  • Reliable internet connection and a distraction-free work environment are required for this remote role.
  • Must be based in Canada; relocation assistance is not provided.

Benefits

  • Annual base salary of CAD $55,675 to $72,050.
  • Above-market total compensation through base salary, performance-based bonus/variable pay, and equity for eligible roles.
  • Flexible, employee-led remote work model.
  • Professional development stipend.
  • Comprehensive health benefits.
  • Parental leave plans.
  • Opportunity to work for a high-growth public company with career growth and development opportunities.

Interested in this position?

Apply directly on the company website

Apply Now

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