Technical Support Engineer II

Samsara; Bengaluru; Hybrid; INR 1,200,000 - 2,500,000; Full time

Benefits offered by this job

Flexible remote work

Development stipend

Health insurance

Parental leave

Job summary

Samsara is seeking an experienced Technical Support Engineer for its Bengaluru location to deliver world-class hardware and software support. You will join the Tier 2 team, resolve complex customer issues, and help improve support across teams.

The role requires strong technical knowledge, excellent communication, and a customer-first mindset. You may work on-call rotations in a hybrid, office-plus-remote setup in Bengaluru.

Qualifications

• B.S./B.Tech in Computer Science, Engineering (Mechanical/Electrical), or similar technical field.
• Minimum 5 years in support, engineering, or technical roles.
• Fluent English is a must.
• Ability to translate complex technical concepts for non-technical users.
• Strong customer service and interpersonal skills with influencing ability.
• Excellent written and verbal communication; engineer and business language fluency.
• Bias for action, deep-dive capability, high standards.
• Willingness to work nights/weekends in a rotating schedule.
• Experience with API/Mobile Apps is a plus.

Responsibilities

• Become an expert on Samsara’s IoT hardware/software portfolio.
• Troubleshoot and resolve customer issues with medium to high complexity.
• Respond to inquiries promptly to meet SLA goals.
• Author and maintain customer-facing knowledge base articles.
• Collaborate with Engineering and Product to reproduce bugs and build testbeds.
• Provide feedback to Support Management for product/process improvements.
• Champion Samsara’s cultural principles and work as a team across offices.

Skills

Customer-facing skills

Strong communication

SaaS familiarity

Technical troubleshooting

API/Mobile Apps

Education

B.S./B.Tech in Computer Science or related field

Tools

Zendesk

Salesforce

Job description

About the role:

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.

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:

• 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.

Total Rewards

At Samsara, we build for the people who keep the global economy moving. We want owners, not passengers, which is why our rewards are designed to fuel high-impact builders. Our compensation program delivers above-market total compensation through a combination of base salary, performance-based bonus/variable pay, and equity (for eligible roles) in a high-growth public company. We meaningfully differentiate pay for our top performers, who have the opportunity to earn above-market compensation that can outpace the broader market over time.

Beyond compensation, we provide the foundations that enable long-term success:

• flexible, employee-led remote model
• professional development stipend
• comprehensive health and parental leave plans

Beyond compensation, we provide the foundations that enable long-term success: a flexible, employee-led remote model, a professional development stipend, comprehensive health and parental leave plans, and more.

Flexible Working

At Samsara, we embrace a flexible working model that caters to the diverse needs of our teams. Our offices are open for those who prefer to work in-person and we also support remote work where it aligns with our operational requirements. For certain positions, being close to one of our offices or within a specific geographic area is important to facilitate collaboration, access to resources, or alignment with our service regions. In these cases, the job description will clearly indicate any working location requirements. Our goal is to ensure that all members of our team can contribute effectively, whether they are working on-site, in a hybrid model, or fully remotely. All offers of employment are contingent upon an individual’s ability to secure and maintain the legal right to work at the company and in the specified work location, if applicable.

Belonging at Samsara

At Samsara, we welcome everyone regardless of their background. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, gender, gender identity, sexual orientation, protected veteran status, disability, age, and other characteristics protected by law. We depend on the unique approaches of our team members to help us solve complex problems and want to ensure that Samsara is a place where people from all backgrounds can make an impact.

Accommodations

Samsara is an inclusive work environment, and we are committed to ensuring equal opportunity in employment for qualified persons with disabilities. Please email [e-mail] or click here if you require any reasonable accommodations throughout the recruiting process.

Our Commitment to Authenticity

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