L1 Senior Technical Support

About the role:

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.

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:

• Serve as the initial technical point of contact for basic and complex customer issues, working collaboratively within your first-line support team, across engineering, and product teams to deliver comprehensive solutions assisting customer inbound requests through web, phone, chat and email channels
• Provide in-depth technical troubleshooting for advanced issues across Samsara’s SaaS platform, hardware devices, and integrations, leveraging a deep understanding of networking, cloud technologies, and IoT systems.
• Actively contribute to knowledge base development by documenting detailed resolutions, creating technical guides, and mentoring junior agents on your team.
• Proactively identify trends in customer issues to influence product improvements and optimize support processes, driving continuous enhancement of the customer experience.
• Deliver professional and clear communication to both technical and non-technical stakeholders, ensuring seamless resolution of escalated issues while maintaining a high level of customer satisfaction.
• Champion Samsara’s cultural principles (Focus on Customer Success, Build for the Long Term, Adopt a Growth Mindset, Be Inclusive, Win as a Team), driving innovation and collaboration within the team and across departments.

Minimum Requirements for this Role:

• Education: Bachelor’s degree in a technical discipline such as Computer Science, Engineering, or Information Systems, or 4–6 years of equivalent hands-on technical experience in the absence of a degree.
• Experience: 3+ years of experience in a technical product support or specialist role, preferably within SaaS, IoT, or networking environments.
• Demonstrated proficiency troubleshooting hardware and software systems, working with SaaS/cloud, communicating with engineers and customers.
• Bilingual proficiency in English and Spanish is a must.
• Technical Expertise: Solid understanding of networking concepts (e.g., TCP/IP, VPNs, DNS), cloud-based architectures, and hardware troubleshooting. Mentoring and collaboration:Demonstrated ability to mentor and guide junior team members, fostering skill development and knowledge sharing. Proven capacity to collaborate effectively across cross-functional teams to troubleshoot and resolve technical issues.
• Communications skills: Strong written and verbal communication skills; demonstrates active listening and the ability to confidently walk customers through technical issues to resolution.
• Problem Solving: Analytical mindset with a proactive approach to identifying, troubleshooting, and resolving both technical and process-related challenges. Exceptional organizational skills to manage multiple escalations, prioritize workload effectively, and meet critical deadlines.
• Flexibility: Availability to work flexible hours, including nights and weekends, and provide on-call support as needed for high-impact customer cases.

An ideal candidate also has:

• General knowledge about electrical circuits, GPS and telematics.
• Familiarity with networking protocols, APIs, and diagnostic tools is highly desirable
• Foundational knowledge in Artificial Intelligence.
• Familiarity with Slack and Google Workplace applications (Gmail, Google Docs, etc.)