Technical Support Engineer II

Samsara Inc; Bengaluru; Hybrid; INR 1,200,000 - 1,800,000; Full time

Job summary

Samsara is seeking an experienced Technical Support Engineer for its Tier 2 support team. This hybrid role based in Bengaluru will require on-call rotation to triage high-severity issues and outages.

You will handle complex customer problems, document knowledge base articles, and collaborate with Engineering and Product teams to improve products and processes. The ideal candidate has a strong technical background, customer-facing skills, and excellent communication.

Qualifications

• B.S. in Computer Science, Engineering or technical field.
• Minimum 5 years in support or engineering.
• Fluent English required.
• Strong API/Mobile Apps experience.
• Excellent customer service and communication skills.
• Ability to work nights/weekends (flexible hours preferred).

Responsibilities

• Product Expertise: become an expert on Samsara's IoT solution portfolio.
• Technical Troubleshooting: resolve medium to high complexity customer issues.
• Responsiveness Resolution: respond quickly and meet SLA targets.
• Documentation: author and maintain KB articles for self-service.
• Partnerships: collaborate with Engineering and Product teams to reproduce bugs.
• Feedback Loop: provide product/process feedback to improve customer experience.
• Team Player: embody Samsara's cultural principles and collaborate globally.

Skills

English fluency

Customer support

API experience

CRM knowledge

Education

B.S. in CS/Engineering

Tools

Zendesk

Salesforce

Job description

Job Summary

Samsara is looking for an experienced Technical Support Engineer to provide world-class hardware and software support experience to our customers. You will be a part of our Tier 2 support team within the umbrella of the Global Technical Support organization. You will be responsible for resolving complex customer problems and improving support across all teams. Your work will be collaborative in nature, working together with other support engineers in multiple support locations to serve our customers and troubleshoot complex issues.

The ideal candidate will have a strong technical background with experience in a technical support role, proven customer-facing skills, and strong communication skills. You understand the day-to-day aspects of customer support including managing tickets, building knowledge base articles, and providing product feedback to Engineering and PM teams.

In this role, you will:

• Product Expertise: Become an expert on Samsara s product portfolio of complete Internet of Things ( IoT ) solutions combining hardware, software, and cloud to bring real-time visibility, analytics, and AI to operations across multiple industries.
• Technical Troubleshooting: Use your technical knowledge and product expertise to troubleshoot and resolve customer issues with medium to high complexity.
• Responsiveness Resolution: Respond to customers and resolve their inquiries in a timely and helpful manner with a primary focus on meeting our SLA goals.
• Documentation: Partner with Enablement to author and maintain customer-facing knowledge base articles to help improve the self-servisablity for our end users.
• Partnerships: Work closely to develop partnerships with our Engineering and Product teams in order to reproduce bugs and build testbeds as necessary.
• Feedback Loop: Provide direct feedback to Support Management for product and process improvements to help enhance the customer experience.
• Team Player: Champion, role model, and embed Samsara s cultural principles (Focus on Customer Success, Build for the Long Term, Adopt a Growth Mindset, Be Inclusive, Win as a Team) as we scale globally and across new offices.

This is a hybrid position based in our Bengaluru office, requiring you to participate in an on-call rotation schedule to triage and manage high-severity issues and outages.

Minimum requirements for the role:

• B.S. in Computer Science, Engineering (Mechanical/Electrical), or other technical fields.
• Minimum 5 years of experience in support, engineering, or other technical roles.
• Fluent English is a must.
• Technical know-how - you re comfortable interfacing with engineers, translating complex technical concepts into everyday language, and working with SaaS systems.
• Excellent customer service and interpersonal skills coupled with the ability to influence individual contributors and leaders across the company.
• Excellent written and verbal communication skills, you can speak both Engineer and Human.
• Strong bias for action, ability to dive deep, and insistence on the highest standards.
• Ability to work in a hyper-growth environment with shifting priorities.
• Willingness to work flexible hours during nights and weekends is preferred.
• We are looking for someone with strong API/Mobile Apps experience

An ideal candidate also has:

• Experience with industrial systems, electronics, tinkering with cars or IoT devices, or similar hands-on work is a big plus.
• Trilingual English, Spanish and French is a big plus.
• Strong familiarity with using CRMs like Zendesk or Salesforce.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.