Technical Support Engineer II

Who we are:

Samsara (NYSE: IOT) is the pioneer of the Connected Operations™ Cloud, 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. Samsara helps improve the safety, efficiency and sustainability of the physical operations that power our global economy, including agriculture, construction, field services, transportation, and manufacturing.

Working at Samsara means you'll help define the future of physical operations and be on a team shaping product solutions, including Video-Based Safety, Vehicle Telematics, Apps and Driver Workflows, and Equipment Monitoring.

About the role:

Samsara is looking for an experienced Technical Support Engineer to provide world-class hardware and software support experience to our customers. You will be part of the Tier 2 support team within 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, working with other support engineers in multiple support locations to serve our customers and troubleshoot complex issues.

The ideal candidate will have a strong technical background with experience in a technical support role, proven customer-facing skills, and strong communication skills. You understand the day-to-day aspects of customer support, including managing tickets, building knowledge base articles, and providing product feedback to Engineering and PM teams.

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 ensure workers return home safely.
• You are the architect of your own career: Samsara sets up employees for success and has built a culture that encourages rapid career development and opportunities to experiment and master your craft in a hyper growth environment.
• You're energized by our opportunity: The vision 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, you will be surrounded by a high-caliber team that will encourage you to do your best.

In this role, you will:

• Product Expertise: Become an expert on Samsara's product portfolio of complete IoT solutions combining hardware, software, and cloud to bring real-time visibility, analytics, and AI to operations across multiple industries.
• Technical Troubleshooting: Use your technical knowledge and product expertise to troubleshoot and resolve customer issues with medium to high complexity.
• Responsiveness & Resolution: Respond to customers and resolve their inquiries in a timely and helpful manner with a primary focus on meeting SLA goals.
• Documentation: Partner with Enablement to author and maintain customer-facing knowledge base articles to improve self-service for end users.
• Partnerships: Work closely with Engineering and Product teams to reproduce bugs and build testbeds as necessary.
• Feedback Loop: Provide direct feedback to Support Management for product and process improvements to enhance the customer experience.
• Team Player: Champion, role model, and embed Samsara's cultural principles as the company scales globally and across new offices.

This is a hybrid position based in the Bengaluru office, requiring you to participate in an on-call rotation to triage and manage high-severity issues and outages.

Minimum requirements for the role:

• B.S. in Computer Science, Engineering (Mechanical/Electrical), or other technical fields.
• Minimum 5 years of experience in support, engineering, or other technical roles.
• Fluent English is a must.
• Technical know-how: comfortable interfacing with engineers, translating complex technical concepts into everyday language, and working with SaaS systems.
• Excellent customer service and interpersonal skills, with the ability to influence individual contributors and leaders across the company.
• Excellent written and verbal communication skills.
• Strong bias for action, ability to dive deep, and insistence on the highest standards.
• Ability to work in a hyper-growth environment with shifting priorities.
• Willingness to work flexible hours during nights and weekends is preferred.
• Strong API/Mobile Apps experience.

An ideal candidate also has:

• Experience with industrial systems, electronics, tinkering with cars or IoT devices, or similar hands-on work is a big plus.
• Trilingual English, Spanish and French is a big plus.
• Strong familiarity with CRMs like Zendesk or Salesforce.

Total Rewards:

Samsara's compensation program delivers above-market total compensation through a combination of base salary, performance-based bonus/variable pay, and equity (for eligible roles) in a high-growth public company. Benefits include a flexible, employee-led remote model, a professional development stipend, and comprehensive health and parental leave plans.

Flexible Working:

Samsara embraces a flexible working model. Offices are open for those who prefer in-person work, and remote work is supported where it aligns with operational requirements. All offers of employment are contingent upon an individual's ability to secure and maintain the legal right to work at the company and in the specified work location, if applicable.

Belonging at Samsara:

Samsara welcomes everyone regardless of background and considers all qualified applicants without regard to race, color, religion, national origin, sex, gender, gender identity, sexual orientation, protected veteran status, disability, age, and other characteristics protected by law.

Accommodations:

Samsara is committed to equal opportunity in employment for qualified persons with disabilities. Candidates needing reasonable accommodations during the recruiting process can email [email protected].