Technical Support Engineer

Samsara
Mexico
Workplace: RemoteFull timeFunction: Customer Support (Service Desk)Education: bachelorsSkills: ["Customer service","Communication","Problem-solving","Collaboration","Adaptability"]

Provide world-class hardware and software support as part of a Tier 2 team within Global Technical Support. Triage and resolve medium to high complexity customer issues, respond to inquiries to meet SLA goals, and author/maintain customer-facing knowledge base articles. Partner with Enablement, and collaborate with Engineering and Product teams to reproduce bugs, build testbeds, and deliver actionable product/process feedback. This is a remote role open to candidates based in Mexico.

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FursaFursa
Samsara
Samsara
1 month ago

Technical Support Engineer

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 3 hours agoStatus: Live
Reposted: similar role first listed 10 months ago

Job Summary

Provide world-class hardware and software support as part of a Tier 2 team within Global Technical Support. Triage and resolve medium to high complexity customer issues, respond to inquiries to meet SLA goals, and author/maintain customer-facing knowledge base articles. Partner with Enablement, and collaborate with Engineering and Product teams to reproduce bugs, build testbeds, and deliver actionable product/process feedback. This is a remote role open to candidates based in Mexico.
Location: Mexico
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Entry level

Key Responsibilities

  • •Resolve complex customer problems by troubleshooting medium to high complexity issues.
  • •Respond to customers in a timely manner with a focus on meeting SLA goals.
  • •Partner with Enablement to author and maintain customer-facing knowledge base articles for self-service.
  • •Collaborate with Engineering and Product teams to reproduce bugs and build testbeds.
  • •Provide feedback to Support Management to drive product and process improvements for better customer experience.

Pay and Benefits

Perks:Health InsuranceParental LeaveRemote WorkLearning Budget

Key Requirements

  • •B.S. in Computer Science, Engineering (Mechanical/Electrical), or other technical fields.
  • •6 months to 1 year of experience in support, engineering, or other technical roles.
  • •Bilingual English and Spanish (must).
  • •Comfort interfacing with engineers and translating complex technical concepts; experience working with SaaS systems.
  • •Experience troubleshooting hardware and installations in a remote environment.
Experience:IoTSaaS
Education:Bachelor's in Computer Science, Engineering (Mechanical/Electrical)
Skills:Customer serviceCommunicationProblem-solvingCollaborationAdaptability
Languages:EnglishSpanishFrench
Tech Stack:IoTHardwareSoftwareCloudAISaaSKnowledge baseCRMsZendeskSalesforceOBD-IIJ1939

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

Company Brief

Samsara
Provides an integrated IoT platform combining hardware sensors, cameras, and cloud-based software to help businesses monitor vehicles, equipment, and operations for fleet management, safety, compliance, and operational efficiency.
Industry: Supply Chain Technology
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Francisco, United States
Founded: 2015
WebsiteLinkedIn