Technical Support Engineer, Samsara

• The ideal candidate will have a technical background with experience in a technical support role, proven customer-facing skills, and strong communication skills
• 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
• Excellent communication, customer service, and interpersonal skills
• Strong bias for action, ability to dive deep, and insistence on the highest standards
• Demonstrated resourcefulness, creativity, and problem solving abilities
• Ability to work in a fast paced dynamic environment
• Mastery of Dutch and English Languages

Desirable

• Samsara is looking for an experienced Technical Support Engineer to provide a world-class hardware and software support experience to our customers in Dutch and English (additional languages a bonus)
• You will be a part of our Tier 2 support team within the umbrella of the Global Technical Support organization with a primary focus on our European customers
• You will be responsible for resolving complex customer problems and improving support across all teams
• Your work will be collaborative in nature, working together with other support engineers in multiple support locations to serve our customers and troubleshoot complex issues
• You understand the day-to-day aspects of customer support including managing tickets, building knowledge base articles, and providing product feedback to engineering and product management teams
• Product Expertise: Become an expert on Samsara’s product portfolio of complete Internet of Things (“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 our SLA goals
• Documentation: Partner with Enablement to author and maintain customer-facing knowledge base articles to help improve the self-servisablity for our end users
• Partnerships: Work closely to develop partnerships with our Engineering and Product teams in order to reproduce bugs and build testbeds as necessary
• Feedback Loop: Provide direct feedback to Support management for product and process improvements to help enhance the customer experience
• Team Player: Be a champion of Samsara’s cultural values: Focus on Customer Success, Build for the Long Term, Adopt a Growth Mindset, Be Inclusive, Win as a Team