Technical Support Engineer I - Mexico

Overview

Technical Support Engineer I for Samsara’s Tier 2 Global Technical Support team, handling medium-to-high complexity customer hardware and software issues. This role is remote for candidates residing in Mexico.

What you'll do

• Resolve complex customer problems for medium-to-high complexity issues.
• Respond to customers and resolve inquiries while prioritizing SLA goals.
• Write and maintain customer-facing knowledge base articles with Enablement.
• Collaborate with Engineering and Product teams to reproduce bugs and build testbeds.
• Provide feedback to Support Management for product and process improvements.
• Support customer-facing success through clear, accessible technical communication.

What you'll need

• 1-3 years of experience in support, engineering, or other technical roles.
• Bilingual proficiency in English and Spanish.
• Experience troubleshooting and supporting hardware and software products.
• Strong familiarity using CRMs such as Zendesk or Salesforce.
• Comfort interfacing with engineers and translating complex technical concepts.
• Excellent written and verbal communication skills for technical and non-technical audiences.
• Ability to leverage AI tools to automate repetitive tasks and improve efficiency.

Details

• Open to candidates residing in Mexico; relocation assistance will not be provided.
• Willingness to work holidays and weekends as needed.