Technical Support Engineer

About the role

You will be a part of our Tier 2 support team within the umbrella of the Global Technical Support organization. You will be responsible for resolving complex customer problems and improving support across all teams. Your work will be collaborative in nature, working together with other support engineers in multiple support locations to serve our customers and troubleshoot complex issues.

Responsibilities

• Become an expert on Samsara’s product portfolio of complete Internet of Things (“IoT”) solutions combining hardware, software, and cloud to bring real-time visibility, analytics, and AI to operations across multiple industries.
• Use your technical knowledge and product expertise to troubleshoot and resolve customer issues with medium to high complexity.
• Respond to customers and resolve their inquiries in a timely and helpful manner with a primary focus on meeting our SLA goals.
• Partner with Enablement to author and maintain customer-facing knowledge base articles to help improve the self-serviceability for our end users.
• Work closely with Engineering and Product teams to develop partnerships and reproduce bugs as necessary.
• Provide direct feedback to Support Management for product and process improvements to help enhance the customer experience.
• Champion, role model, and embed Samsara’s cultural principles (Focus on Customer Success, Build for the Long Term, Adopt a Growth Mindset, Be Inclusive, Win as a Team) as we scale globally and across new offices.