L1 Senior Technical Support

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 in:

Atlanta, Alabama, Arizona, Colorado-State, Delaware, Florida, Georgia, Hawaii, Illinois-State, Indiana, Louisiana, Maine, Michigan, Minnesota, Missouri, Montana, New Mexico, North Carolina, North Dakota, New Hampshire, Nevada, Ohio, Oregon, Pennsylvania, South Carolina, Tennessee, Texas-State, Utah, Vermont, Virginia, Washington-State, Wisconsin, Wyoming

Arkansas, Iowa, Idaho, Kansas, Kentucky, Mississippi, Nebraska, Oklahoma, South Dakota, West Virginia

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.