Technical Support Engineer
RemoteMexico
MexicoRemoteFull TimeIoT SoftwareLarge
Full TimeLargeIoT Software
Job Summary
Troubleshoot complex hardware and software issues for customers while managing tickets and meeting SLA goals. Author knowledge base articles to improve self-service and partner with Engineering teams to reproduce bugs and build testbeds. Provide direct feedback to Support Management on product and process improvements to enhance the customer experience. Respond to inquiries in a timely manner using bilingual English and Spanish, translating technical concepts for diverse audiences. Work collaboratively across multiple support locations to resolve medium-to-high complexity problems and champion Samsara's cultural principles.
Required Qualifications
- B.S. in Computer Science, Engineering (Mechanical/Electrical), or other technical fields
- 6 months - 1 year of experience in support, engineering, or other technical roles
- Bilingual English and Spanish
- Technical know-how - comfortable interfacing with engineers, translating complex technical concepts into everyday language, and working with SaaS systems
- Experience troubleshooting hardware and installations in a remote environment
- Excellent customer service and interpersonal skills coupled 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
Desired Qualifications
- Experience with industrial systems, electronics, tinkering with cars or IoT devices, or similar hands-on work
- Trilingual English, Spanish and French
- Familiarity with using CRMs like Zendesk or Salesforce
- Familiarity with vehicles, trailers and diagnostic ports (e.g., OBD-II, J1939)
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