Technical Support Engineer II

Overview

Tier 2 Technical Support Engineer responsible for resolving complex customer hardware and software issues for Samsara's Connected Operations Cloud, working collaboratively with support engineers across multiple locations.

What you'll do

• Become an expert on Samsara's product portfolio of IoT solutions combining hardware, software, and cloud.
• Troubleshoot and resolve customer issues of medium to high complexity.
• Respond to customers and resolve their inquiries in a timely and helpful manner with a primary focus on meeting SLA goals.
• Partner with Enablement to author and maintain customer-facing knowledge base articles to improve self-serviceability for end users.
• Work closely with Engineering and Product teams to reproduce bugs and build testbeds as necessary.
• Provide direct feedback to Support Management for product and process improvements to enhance the customer experience.
• Champion, role model, and embed Samsara's cultural principles as the company scales globally and across new offices.

What you'll need

• 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.
• 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.
• Strong API/Mobile Apps experience.

Nice to have

• Willingness to work flexible hours during nights and weekends.
• Experience with industrial systems, electronics, tinkering with cars or IoT devices, or similar hands-on work.
• Trilingual English, Spanish and French.
• Strong familiarity with using CRMs like Zendesk or Salesforce.

Details

• Hybrid position based in the Bengaluru office.
• Participation in an on-call rotation to triage and manage high-severity issues and outages.