L1 Senior Bilingual Technical Support Specialist
Job description
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 Requirements:
- Education:
Bachelor’s degree in a technical field (e.g., Engineering, Computer Science, Networking) or equivalent hands-on experience in technical support environments. - Experience:
4–6 years in a technical support or escalation role, ideally in SaaS, networking, or IoT environments. Demonstrated experience working closely with support and customer-facing teams to resolve complex product issues. - Technical Skills:
- Strong grasp of networking fundamentals (TCP/IP, DNS, DHCP, VPNs, etc.).
- Familiarity with cloud platforms and connected hardware systems.
- Experience using diagnostic tools, analyzing logs, and investigating multi-layered technical issues.
- Comfortable interpreting API responses, JSON data, and web-based integrations.
- Collaboration & Communication:
- Skilled in navigating cross-functional relationships with technical and non-technical stakeholders.
- Excellent written and verbal communication skills — able to explain complex technical issues clearly to customers and internal teams.
- Leadership:
- Experience mentoring peers or leading investigation efforts.
- Comfortable taking ownership of critical cases and driving them to resolution.
- Flexibility:
Available to work flexible hours, including participation in on-call rotations and handling urgent escalations when needed.
Preferred Qualifications:
- Bilingual in French
- Familiarity with GPS, electrical circuits, sensors, and telematics technologies.
- Experience in customer-facing escalations, particularly with high-stakes or strategic accounts.
- Certifications such as CCNA, AWS Cloud Practitioner, or equivalent are a plus.
- Working knowledge of tools like Salesforce, Zendesk, Wireshark, Postman, and internal ticketing/log systems.
The range of annual base salary for full-time employees for this position is below. Please note that base pay offered may vary depending on factors including your city of residence, job-related knowledge, skills, and experience. Learn more about our total rewards and benefits below.
Total Rewards
At Samsara, we build for the people who keep the global economy moving. We want owners, not passengers, which is why our rewards are designed to fuel high-impact builders. Our compensation program delivers above-market total compensation through a combination of base salary, performance-based bonus/variable pay, and equity (for eligible roles) in a high-growth public company. We meaningfully differentiate pay for our top performers, who have the opportunity to earn above-market compensation that can outpace the broader market over time.
Beyond compensation, we provide the foundations that enable long-term success: a flexible, employee-led remote model, a professional development stipend, comprehensive health and parental leave plans, and more. If you’re ready to build for the long term and own the outcome, your journey starts here.
Flexible Working
At Samsara, we embrace a flexible working model that caters to the diverse needs of our teams. Our offices are open for those who prefer to work in-person and we also support remote work where it aligns with our operational requirements. For certain positions, being close to one of our offices or within a specific geographic area is important to facilitate collaboration, access to resources, or alignment with our service regions. In these cases, the job description will clearly indicate any working location requirements. Our goal is to ensure that all members of our team can contribute effectively, whether they are working on-site, in a hybrid model, or fully remotely. All offers of employment are contingent upon an individual’s ability to secure and maintain the legal right to work at the company and in the specified work location, if applicable.
Belonging at Samsara
At Samsara, we welcome everyone regardless of their background. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, gender, gender identity, sexual orientation, protected veteran status, disability, age, and other characteristics protected by law. We depend on the unique approaches of our team members to help us solve complex problems and want to ensure that Samsara is a place where people from all backgrounds can make an impact.
Accommodations
Samsara is an inclusive work environment, and we are committed to ensuring equal opportunity in employment for qualified persons with disabilities. Please email [email protected] or click here if you require any reasonable accommodations throughout the recruiting process.
Our Commitment to Authenticity
We use Tofu, a fraud detection tool, to validate the authenticity of applications and protect against identity fraud. This ensures we are connecting with real people and allows us to prioritize genuine candidates. Please see Samsara’s Candidate Privacy Notice for more information.
Fraudulent Employment Offers
Samsara is aware of scams involving fake job interviews and offers. Please know we do not charge fees to applicants at any stage of the hiring process. Official communication about your application will only come from emails ending in @samsara.com, @us-greenhouse-mail.io or @mail3.guide.co. For more information regarding fraudulent employment offers, please visit our blog post here.