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Manager, Technical Support Level 1

1 month ago
Mexico
Full-time
Lead
Technical Support Engineer
Customer and Technical Support
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

  • Coach, mentor, and provide day-to-day guidance to Level 1 Technical Support Specialists (FTE and contractors).
  • Manage daily interactions, processes, and staffing to ensure team productivity and adherence to SLAs.
  • Handle customer escalations and represent Samsara with strategic accounts and partners as needed.
  • Drive team performance to achieve best‑in‑class customer satisfaction across phone, chat, and web channels.
  • Maintain and monitor quality levels and internal metrics, and communicate performance and progress to the team and management.
  • Own onboarding and ongoing training programs to develop frontline skills and continuous education needs.
  • Analyze and report on top customer trends to identify opportunities for training, process, or product improvements.
  • Provide effective KPI and operational reporting to peers and leadership.
  • Hire, develop, and lead an inclusive, engaged, and high‑performing support team while embedding Samsara’s cultural principles.

Requirements

  • 3+ years leading teams within a high‑volume contact center support environment.
  • BA/BS degree or equivalent work experience.
  • Fluency in Spanish and English (bilingual required).
  • Proven ability to hire, retain, and grow a talented workforce.
  • Strong problem‑solving and troubleshooting skills with mature judgment.
  • Solid knowledge of support processes with the ability to identify and drive productivity and scalability improvements.
  • Excellent analytical skills and experience using reporting tools to present actionable insights.
  • Strong technical aptitude with the ability to help the team resolve complex technical issues.
  • Ability to guide teams through periods of high growth and manage contractors and partners.
  • Location requirement: candidates must be based in Mexico City (Metropolitan) or Guadalajara and able to work remotely from those areas.

Benefits

  • Competitive total compensation package for full‑time employees.
  • Employee‑led remote and flexible working arrangements (remote position for Mexico City and Guadalajara).
  • Health benefits for full‑time employees.
  • Inclusive workplace with accommodations for qualified applicants with disabilities.
  • Access to a public company environment with career development and internal mobility opportunities (as part of Samsara).

Interested in this position?

Apply directly on the company website

Apply Now

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