Technical Support Specialist – German Fluency
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Job Description
Technical support specialist troubleshooting Samsara’s SaaS, hardware, and IoT solutions. Supporting customers in German while collaborating with engineering and product teams.
Responsibilities:
- Serve as the initial technical point of contact for basic and complex customer issues
- Collaborate with first-line support, engineering, and product teams to deliver comprehensive solutions
- Provide in-depth technical troubleshooting for Samsara’s SaaS platform, hardware devices, and integrations
- Document detailed resolutions and create technical guides for the knowledge base
- Mentor junior agents and support skill development and knowledge sharing
- Identify trends in customer issues to influence product improvements and optimize support processes
- Deliver clear communication to technical and non-technical stakeholders while resolving escalated issues
- Maintain high customer satisfaction
- Champion Samsara’s cultural principles and drive innovation and collaboration across departments
Requirements:
- Fluency in German
- Bachelor’s degree or higher in a technical discipline (e.g., Computer Science, Engineering, Networking) or equivalent experience
- 3+ years of experience in a technical product support or specialist role, preferably within SaaS, IoT, or networking environments
- Proven track record of handling complex technical escalations and collaborating across departments to resolve advanced customer issues
- Understanding of networking concepts, including TCP/IP, VPNs, and DNS
- Understanding of cloud-based architectures and hardware troubleshooting
- Foundational knowledge in Artificial Intelligence
- Ability to mentor and guide junior team members
- Experience leading projects or initiatives aimed at improving operational efficiency and customer satisfaction
- Analytical problem-solving approach
- Organizational skills to manage multiple escalations, prioritize workload, and meet critical deadlines
- Availability to work flexible hours, including nights and weekends, and provide on-call support as needed
- French fluency, general knowledge of electrical circuits, GPS and telematics, networking protocols, APIs, diagnostic tools, scripting, third-party integrations, Slack, and Google Workspace are desirable or additional qualifications
- Advanced certifications such as CCNA or AWS Certified Solutions Architect are a strong plus
Benefits:
- Base salary, performance-based bonus/variable pay, and equity for eligible roles
- Flexible, employee-led remote model
- Professional development stipend
- Comprehensive health plans
- Parental leave plans
- Flexible working model
- Remote work support where aligned with operational requirements
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