Senior Bilingual Technical Support Specialist
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Job Description
As a Technical Support Specialist at Samsara, you will resolve complex customer issues and drive product investigations. Join a team focused on enhancing operational safety and efficiency.
Responsibilities:
- Serve as the escalation point for the most challenging customer cases.
- Investigate and resolve advanced technical issues.
- Lead in-depth root cause analysis of product issues.
- Collaborate with Customer Success and Account teams for resolution timelines.
- Provide guidance to Tier II and III support teams.
- Identify recurring trends or product gaps from escalations.
Requirements:
- Bachelor’s degree in a technical field (e.g., Engineering, Computer Science, Networking) or equivalent hands-on experience in technical support environments.
- 4–6 years in a technical support or escalation role, ideally in SaaS, networking, or IoT environments.
- 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.
- Skilled in navigating cross-functional relationships with technical and non-technical stakeholders.
- Excellent written and verbal communication skills.
Benefits:
- Health insurance
- Retirement plans
- Paid time off
- Flexible working hours
- Professional development stipend
- Parental leave plans
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