Technical Support Specialist - German Fluency

Samsara Networks Inc.; City of Westminster; Remote; GBP 60,000 - 80,000; Full time

Job summary

An innovative technology firm is seeking a Technical Support Specialist to provide in-depth troubleshooting for customer issues and contribute to knowledge development. The role requires fluency in German and technical expertise in networking and cloud systems. Candidates should have at least 3 years of experience in a technical support role. This is a remote position for those located in the UK, aiming to enhance customer experience and drive product improvements.

Benefits

Competitive total compensation package

Remote and flexible working

Health benefits

Qualifications

• 3+ years in a technical product support or specialist role, preferably in SaaS, IoT, or networking.
• Experience handling complex technical escalations and collaborating across departments.
• Understanding of networking concepts and cloud-based architectures.

Responsibilities

• Respond to customer requests for technical assistance over the phone and via email.
• Provide technical troubleshooting for complex issues across SaaS, hardware, and integrations.
• Mentor junior agents and contribute to knowledge bases.

Skills

Fluency in German

Problem Solving

Leadership

Analytical skills

Education

Bachelor’s degree in a technical discipline

Tools

Python

Bash

Job description

Overview

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. 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.

Qualifications

• Language: Fluency in German
• Education: Bachelor’s degree or higher in a technical discipline (e.g., Computer Science, Engineering, Networking) or equivalent experience
• Experience: 3+ years in a technical product support or specialist role, preferably within SaaS, IoT, or networking environments. Proven track record of handling complex technical escalations and cross-department collaboration
• Technical Expertise: Understanding of networking concepts (e.g., TCP/IP, VPNs, DNS), cloud-based architectures, and hardware troubleshooting. Foundational knowledge in Artificial Intelligence
• Leadership: Ability to mentor and guide junior team members; experience leading projects to improve operational efficiency and customer satisfaction
• Problem Solving: Analytical, proactive in troubleshooting and resolving technical and process-related challenges; strong organizational skills to manage multiple escalations

Ideal / Additional Skills

• General knowledge about electrical circuits, GPS and telematics
• Networking protocols, APIs, and diagnostic tools
• Proficiency with diagnostic tools, APIs, and scripting (e.g., Python, Bash) to automate troubleshooting
• Advanced certifications (e.g., CCNA, AWS Certified Solutions Architect) are a strong plus
• Experience integrating and troubleshooting third-party applications and systems with APIs and webhooks
• Familiarity with Slack and Google Workspace applications (Gmail, Google Docs, etc.)
• Flexibility to work hours including nights and weekends; on-call support for high-impact customer cases

Responsibilities

• Respond to customer requests for technical assistance over the phone and via email in a fast-paced, collaborative environment
• Provide in-depth technical troubleshooting for complex issues across SaaS, hardware, and integrations
• Mentor junior agents, contribute to knowledge bases, and document detailed resolutions
• Collaborate with engineering and product teams to deliver comprehensive solutions
• Identify trends in customer issues to influence product improvements and support processes
• Maintain professional communication with technical and non-technical stakeholders; ensure high customer satisfaction
• Champion Samsara’s cultural principles across teams

Location & Working Pattern

Location/Working Pattern: This is a remote position open to candidates based in the UK within a reasonable commute distance to London.

About Samsara

Samsara (NYSE: IOT) is the pioneer of the Connected Operations Cloud, a platform enabling organizations that depend on physical operations to harness IoT data to develop actionable insights and improve operations. We aim to improve safety, efficiency and sustainability across industries such as agriculture, construction, field services, transportation, and manufacturing. We offer opportunities to influence the future of physical operations with product solutions including Video-Based Safety, Vehicle Telematics, Apps and Driver Workflows, Equipment Monitoring, and Site Visibility.

Working at Samsara

As part of a recently public company, you’ll have autonomy and support to impact the long term. You will be part of a frontline support team of skilled Technical Support Specialists, responsible for responding to customer requests for technical assistance and managing escalations in a fast-paced environment. Strong English communication skills are required.

Benefits

Full-time employees receive a competitive total compensation package along with remote and flexible working, health benefits, and more. See our Benefits site for details.

Accommodations

Accommodations