Samsara
Connected Operations Cloud
L1SeniorBilingualTechnicalSupportSpecialist
Neural analysis suggests this role is
optimal for Senior candidates.
“L1 Senior Bilingual Technical Support Specialist at Samsara. Skills: Technical Support, Customer Escalations, Root Cause Analysis. Respond to customer requests. Manage self for quick response”
What You'll Achieve.
Improve operations; Improve safety; Improve efficiency; Improve sustainability; Digitally transform operations at scale; Make an impact; Build for the long term; Resolve complex product issues; Ensure technical confidence with high-value customers; Escalate trends/gaps to Product or Engineering; Improve future troubleshooting; Ensure accurate updates; Ensure effective resolution; Make an impact
Industry & Context.
Handle complex technical issues; Investigate and resolve advanced technical issues; Drive deep technical investigations; Root cause analysis of multifaceted product issues; Identify patterns; Provide actionable insights; Troubleshooting approaches; Resolution paths
Bilingual in French, Available to work flexible hours, Participation in on-call rotations, Handling urgent escalations
What They're Looking For.
Must Have
Bachelor's degree in a technical field or equivalent hands-on experience, 4–6 years in a technical support or escalation role, Demonstrated experience working closely with support and customer-facing teams to resolve complex product issues, Grasp of networking fundamentals (TCP/IP, DNS, DHCP, VPNs, etc.), Experience using diagnostic tools, Analyzing logs, Investigating multi-layered technical issues, Comfortable interpreting API responses, JSON data, Web-based integrations, Skilled in navigating cross-functional relationships, Excellent written and verbal communication skills, Experience mentoring peers or leading investigation efforts, Comfortable taking ownership of critical cases, Available to work flexible hours, Participation in on-call rotations, Handling urgent escalations
Nice to Have
Bilingual in French, Familiarity with GPS, electrical circuits, sensors, and telematics technologies, Experience in customer-facing escalations, particularly with high-stakes or strategic accounts, CCNA certification, AWS Cloud Practitioner certification, Working knowledge of Salesforce, Zendesk, Wireshark, Postman, Internal ticketing/log systems
What You'll Do.
Respond to customer requests
Manage self for quick response
Own complex technical escalations
Investigate advanced technical issues
Resolve advanced technical issues
Lead deep technical investigations
Provide actionable insights
Bridge support and customer-facing teams
Align on customer impact
Align on resolution timelines
Align on communication strategies
Represent Support in strategic accounts
Provide guidance to Tier II/III support
Contribute to up-leveling team capabilities
Identify recurring trends
Identify product gaps
Inform prioritization
Own creation of post-mortems
Own creation of case studies
Own creation of internal documentation
Participate in incident calls
Coordinate between teams
Ensure accurate updates
Ensure effective resolution
Model high standard of collaboration
Model customer obsession
Model team-first mentality
Foster inclusive teamwork
Drive continuous learning culture
How You'll Work.
Team & Collaboration
Collaborate with other support representatives; Partner closely with frontline Technical Support Engineers; Partner closely with Customer Success Managers; Partner closely with cross-functional stakeholders across Product and Engineering; Collaborate with Customer Success and Account teams; Work together with other support representatives; Coordinate between Support, Engineering, and Customer teams
Communication Scope
Excellent written and verbal communication skills; Explain complex technical issues clearly
Full Job Description
Who we are Samsara (NYSE: IOT) is the pioneer of the Connected Operations™ Cloud, which is a platform that enables organizations that depend on physical operations to harness Internet of Things (IoT) data to develop actionable insights and improve their operations. At Samsara, we are helping improve the safety, efficiency and sustainability of the physical operations that power our global economy. Representing more than 40% of global GDP, these industries are the infrastructure of our planet, including agriculture, construction, field services, transportation, and manufacturing — and we are excited to help digitally transform their operations at scale. Working at Samsara means you’ll help define the future of physical operations and be on a team that’s shaping an exciting array of product solutions, including Video-Based Safety, Vehicle Telematics, Apps and Driver Workflows, and Equipment Monitoring. As part of a recently public company, you’ll have the autonomy and support to make an impact as we build for the long term. About the role: You will be a part of our frontline support team made up of highly skilled and professional Technical Support Specialists. You will be responsible for responding to customer requests for technical assistance over the phone and chat. Your work will be fast-paced and independent in nature as you will be expected to manage yourself in a way to be available to respond quickly to our customers. Your work will also be collaborative, working together with other support representatives in multiple support locations to serve our customers. Experience in a technical support role, proven customer-facing skills, and strong communication skills are a must. You should be comfortable handling complex technical issues and working in a fast-paced phone support environment. This is a remote position open to candidates based in the US, zone 3 and 4 You should apply if: You want to impact the industries that run our world: Your efforts will result in r
Applying for this L1 Senior Bilingual Technical Support Specialist role?
Most applicants get filtered before a human reads their resume. See if yours makes the cut.
ANONYMOUS · UNFILTERED
What do employees actually say about Samsara?
Real rants from real employees. Read before you apply.