About the role
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 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: Own Complex Technical Escalations: Serve as the escalation point for the most challenging and high-impact customer cases. Investigate and resolve advanced technical issues by partnering closely with frontline Technical Support Engineers (TSEs), Customer Success Managers (CSMs), and cross-functional stakeholders across Product and Engineering. Drive Deep Technical Investigations: Lead in-depth root cause analysis of multifaceted product issues across Samsara’s SaaS platform, hardware devices, and integrations. Synthesize data, logs, customer environments, and product behavior to identify patterns and provide actionable insights. Bridge Support and Customer-Facing Teams: Collaborate with Customer Success and Account teams to align on customer impact, resolution timelines, and communication strategies for complex cases. Represent Support in strategic account conversations and ensure technical confidence with high-value customers. Be a Mentor and Resource for TSSs: Provide guidance to Tier II and III support teams on technical troubleshooting approaches, resolution paths, and customer communication best practices. Contribute to up-leveling team capabilities through case reviews, coaching, and technical debriefs. Advocate for the Customer: Identify recurring trends or product gaps from escalations and escalate them to the appropriate Product or Engineering teams. Help inform prioritization by highlighting customer impact and business urgency. Document and Share Knowledge: Own the creation of post-mortem summaries, case studies, and advanced-level internal documentation to support knowledge transfer and improve future troubleshooting. Contribute to Incident Management: Participate in high-severity incident calls as a subject matter expert. Help coordinate between Support, Engineering, and Customer teams to ensure accurate updates and effective resolution. Champion Samsara's Cultural Principles: Model a high standard of collaboration, customer obsession, and team-first mentality. Foster inclusive teamwork and drive a culture of continuous learning. Minimum