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L1 Senior Technical Support

1 week, 5 days ago
United States
Full-time
Senior
Technical Support Engineer
Technical Writing and Documentation
DHCP DNS IoT JSON Postman Salesforce TCP/IP Wireshark
Apply Now
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
View All Jobs 278

Description

  • Serve as the escalation point for the most challenging and high-impact customer support cases.
  • Investigate and resolve advanced technical issues by partnering with frontline support, Customer Success, Product, and Engineering teams.
  • Lead in-depth root cause analysis across the SaaS platform, hardware devices, and integrations.
  • Synthesize logs, customer environment details, and product behavior to identify patterns and provide actionable insights.
  • Collaborate with Customer Success and Account teams on customer impact, resolution timelines, and communication strategies.
  • Represent Support in strategic account conversations and help maintain technical confidence with high-value customers.
  • Mentor Tier II and III support teams on troubleshooting approaches, resolution paths, and customer communication best practices.
  • Create post-mortem summaries, case studies, and internal documentation to improve knowledge sharing and future troubleshooting.
  • Participate in high-severity incident calls and coordinate updates among Support, Engineering, and customer teams.
  • Advocate for customers by identifying recurring product gaps and escalating trends to Product or Engineering teams.

Requirements

  • Bachelor’s degree in a technical field such as Engineering, Computer Science, or Networking, or equivalent hands-on experience.
  • 4–6 years of experience in a technical support or escalation role, ideally in SaaS, networking, or IoT environments.
  • Strong understanding of networking fundamentals, including TCP/IP, DNS, DHCP, and VPNs.
  • Familiarity with cloud platforms and connected hardware systems.
  • Experience using diagnostic tools, analyzing logs, and investigating multi-layered technical issues.
  • Comfort interpreting API responses, JSON data, and web-based integrations.
  • Excellent written and verbal communication skills for explaining complex technical issues to customers and internal teams.
  • Experience mentoring peers or leading investigation efforts.
  • Comfortable owning critical cases and driving them to resolution.
  • Available to work flexible hours, including on-call rotations and urgent escalations.
  • Bilingual in French is preferred.
  • Familiarity with GPS, electrical circuits, sensors, and telematics technologies is preferred.
  • Experience supporting customer-facing escalations, especially for high-stakes or strategic accounts, is preferred.
  • CCNA, AWS Cloud Practitioner, or equivalent certifications are a plus.
  • Working knowledge of Salesforce, Zendesk, Wireshark, Postman, and internal ticketing/log systems is preferred.

Benefits

  • Annual base salary of $46,112.50 to $62,000 USD.
  • Above-market total compensation with performance-based bonus or variable pay.
  • Equity compensation for eligible roles.
  • Flexible, employee-led remote work model.
  • Professional development stipend.
  • Comprehensive health plans.
  • Parental leave plans.

Interested in this position?

Apply directly on the company website

Apply Now

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