L1 Senior Technical Support

Samsara; Pachuca; A distancia; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A leading tech company seeks a Technical Support Specialist to provide high-level customer support. This role requires 3+ years in technical support, strong problem-solving skills, and fluency in both English and Spanish. You will troubleshoot issues, collaborate with teams, and enhance the customer experience. The position is fully remote for candidates within Mexico.

Servicios

Flexible working hours

Health benefits

Competitive compensation package

Formación

• 3+ years in a technical product support role, preferably in SaaS or IoT.
• Solid understanding of networking concepts (e.g., TCP/IP, VPNs, DNS).
• Availability to work flexible hours, including nights and weekends.

Responsabilidades

• Provide in-depth technical troubleshooting for advanced issues across Samsara’s SaaS platform.
• Actively contribute to knowledge base development by documenting detailed resolutions.
• Deliver professional and clear communication to both technical and non-technical stakeholders.

Conocimientos

Technical troubleshooting

Customer communication

Networking concepts

Problem-solving

Bilingual proficiency in English and Spanish

Educación

Bachelor's degree in a technical field

Herramientas

Diagnostic tools

API

Python

Bash

Descripción del empleo

Overview

Samsara (NYSE: IOT) is the pioneer of the Connected Operations Cloud, a platform that enables organizations that depend on physical operations to harness Internet of Things (IoT) data to develop actionable insights and improve their operations. We are helping improve safety, efficiency and sustainability of the physical operations that power our global economy, including agriculture, construction, field services, transportation, and manufacturing.

Working at Samsara means you’ll help define the future of physical operations and be on a team that’s shaping an exciting array of product solutions, including Video-Based Safety, Vehicle Telematics, Apps and Driver Workflows, Equipment Monitoring, and Site Visibility. As a recently public company, you’ll have the autonomy and support to make an impact as we build for the long term.

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 via email. 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.

This is a remote position open to candidates based in Mexico City - Metropolitan area and Guadalajara.

Experience in a technical support role, proven customer-facing skills, and strong English communication skills are a must. You should be comfortable handling complex technical issues and working in a fast-paced support environment.

Why you should apply

• 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-calibre team that will encourage you to do your best.

Responsibilities

• 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.

Minimum requirements

• Education: We welcome applications from candidates with a bachelor’s degree in a technical field, or those who have gained equivalent expertise through practical experience in areas such as Computer Science, Engineering, or Networking.
• 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 collaborating across departments to resolve advanced customer issues.
• Bilingual proficiency: English and Spanish is a must.
• Technical Expertise: Solid understanding of networking concepts (e.g., TCP/IP, VPNs, DNS), cloud-based architectures, and hardware troubleshooting. Foundational knowledge in artificial intelligence.
• Leadership: Demonstrated ability to mentor and guide junior team members, fostering skill development and knowledge sharing. Experience leading projects or initiatives aimed at improving operational efficiency and customer satisfaction.
• Problem Solving: Analytical mindset with a proactive approach to identifying, troubleshooting, and resolving both technical and process-related challenges. Excellent organizational skills to manage multiple escalations, prioritize workload, and meet deadlines.
• Flexibility: Availability to work flexible hours, including nights and weekends, and provide on-call support as needed for high-impact customer cases.

An ideal candidate also has

• General knowledge about electrical circuits, GPS and telematics.
• Familiarity with networking protocols, APIs, and diagnostic tools is highly desirable.
• Proficiency in using diagnostic tools, APIs, and scripting (e.g., Python, Bash) to automate troubleshooting and issue resolution.
• 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 Workplace applications (Gmail, Google Docs, etc.).

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.

Benefits

Full time employees receive a competitive total compensation package along with employee-led remote and flexible working, health benefits, and much, much more. Take a look at our Benefits site to learn more.

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.

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.

Fraudulent Employment Offers

Samsara is aware of scams involving fake job interviews and offers. Please know we do not charge fees to applicants at any stage of the hiring process. Official communication about your application will only come from emails ending in ‘@samsara.com’. For more information regarding fraudulent employment offers, please visit our blog post here.