L1 Associate Technical Support

Overview

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.

You’ll join our frontline Technical Support team, a group of highly skilled and customer-focused professionals who serve as the first point of contact for our users. In this role, you’ll provide exceptional technical assistance across multiple channels — phone, chat, and email — helping customers resolve complex issues and get the most out of Samsara’s technology.

You’ll thrive in a fast-paced, independent environment where responsiveness and ownership are key, while also collaborating closely with support teammates across global locations to deliver a seamless and world-class customer experience.

As this is a remote role, a reliable internet connection and a distraction-free work environment are required to perform duties effectively and at full capacity.

This is a remote position open to candidates based in Mexico City - Metropolitan area Monterrey, Guadalajara and Querétaro
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• 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  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.

• Respond to inbound customer requests for assistance through live channels (phone, email and chat).
• Collaborate with other customer support teams to communicate and escalate customer issues in a timely fashion
• Self-Manage personal workload in an effective and efficient manner
• Utilize available knowledge, tools, and resources to resolve customer issues
• Clearly and concisely documenting communications with Customers
• Champion, role model, and embed Samsara’s cultural principles (Focus on Customer Success, Build for the Long Term, Adopt a Growth Mindset, Be Inclusive, Win as a Team) as we scale globally and across new offices

• High school diploma required, along with an Associate’s degree or technical certifications in a related field.
• 1 year of experience in a technical product support role preferably within SaaS, IoT, or networking environments.
• Bilingual: Proficient in English and Spanish
  , with the ability to conduct business and technical conversations in both languages.
• Technical know-how - you’re comfortable interfacing with customers, translating complex technical concepts into everyday language, and working with SaaS system
• Interest and ability to work in a fast-growing environment with changing responsibilities.
• Technical knowledge in…