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L1 Technical Support

1 month ago
Mexico
Full-time
Junior
Technical Support Engineer
Customer and Technical Support
DNS IoT TCP/IP
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 84

Description

  • Serve as the initial technical point of contact for customers across phone, chat, and email to triage and resolve basic and complex issues.
  • Provide in-depth technical troubleshooting for advanced issues across Samsara’s SaaS platform, hardware devices, and integrations, leveraging networking, cloud, and IoT knowledge.
  • Collaborate with engineering, product, and global support teams to deliver comprehensive solutions and escalate issues when needed.
  • Document detailed resolutions, create technical guides, and contribute to the support knowledge base.
  • Proactively identify trends in customer issues to influence product improvements and optimize support processes.
  • Deliver clear, professional communication to both technical and non-technical stakeholders to ensure seamless resolution of escalated issues and high customer satisfaction.
  • Mentor and guide junior team members, fostering skill development and knowledge sharing within the support organization.
  • Provide on-call and flexible-hours support (including nights and weekends) for high-impact customer cases.

Requirements

  • Bachelor’s degree in a technical discipline (Computer Science, Engineering, Information Systems) or 3–5 years of equivalent hands-on technical experience in lieu of a degree.
  • 2–3 years of experience in a technical product support or specialist role, preferably in SaaS, IoT, or networking environments.
  • Demonstrated proficiency troubleshooting hardware and software systems and working with SaaS/cloud platforms while communicating effectively with engineers and customers.
  • Foundational understanding of networking concepts (TCP/IP, VPNs, DNS), cloud-based architectures, and hardware troubleshooting.
  • Foundational knowledge in Artificial Intelligence.
  • Strong written and verbal communication skills with active listening and the ability to confidently walk customers through technical issues to resolution.
  • Analytical problem-solving mindset and strong organizational skills to manage multiple escalations, prioritize workload, and meet deadlines.
  • Availability to work flexible hours, including nights and weekends, and provide on-call support as needed.
  • Reliable internet connection and a distraction-free remote work environment.
  • Preferred: general knowledge of electrical circuits, GPS, and telematics; familiarity with networking protocols, APIs, diagnostic tools, Slack, and Google Workspace.

Benefits

  • Competitive total compensation package.
  • Employee-led remote and flexible working model.
  • Health benefits for full-time employees.
  • Opportunities for rapid career development within a high-growth, recently public company.
  • Inclusive work environment with accommodations for qualified applicants with disabilities.

Interested in this position?

Apply directly on the company website

Apply Now

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