Technical Support Specialist

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 role will require you to work from Bengaluru -Remote and needed to handle support escalations. This would require you to work from 4PM to 1AM IST.

You should apply if:

• You want to impact the industries that run our world:

  Your efforts will result in real-world impact—helping to keep the lights on, get food into grocery stores, reduce emissions, and most importantly, ensure workers return home safely.

• You are the architect of your own career:

  If you put in the work, this role won’t be your last at Samsara. We set up our employees for success and have built a culture that encourages rapid career development, countless opportunities to experiment and master your craft in a hyper growth environment.

• You’re energized by our opportunity:

  The vision we have to digitize large sectors of the global economy requires your full focus and best efforts to bring forth creative, ambitious ideas for our customers.

• You want to be with the best:

  At Samsara, we win together, celebrate together and support each other. You will be surrounded by a high-caliber team that will encourage you to do your best. 

In this role, you will:

• Respond to inbound customer requests for assistance through live channels (phone and chat).
• Collaborate with other customer support teams to communicate and escalate customer issues in a timely fashion
• Self-Manage personal workload in an effective and efficient manner
• Utilize available knowledge, tools, and resources to resolve customer issues 
• Clearly and concisely documenting communications with Customers
• 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

Minimum requirements for this role:

• Bachelor’s degree or higher in a technical discipline such as computer science or engineering
• 3-5 years of experience in a technical product support role

English fluency is a must

• Technical know-how - you’re comfortable interfacing with engineers, translating complex technical concepts into everyday language, and working with SaaS system
• Interest and ability to work in a fast-growing environment with changing responsibilities. 
• Technical expertise in cloud applications, mobile computing, and hardware device troubleshooting
• Able to work flexible hours - nights and weekends a plus

An ideal candidate also has:

• General knowledge about Electrical circuits, GPS and telematics. 
• General knowledge of networking. 
• Excellent troubleshooting skills. 
• Excellent communication skills in both written and spoken. 
• Spanish fluency is a plus.