Technical/Product Support Engineer - Sales Systems

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

Descripción de la vacante

A technology company is seeking a Support and Operations Analyst to manage operations of go-to-market systems. This remote role involves product support, operational monitoring, and process improvement. The ideal candidate has at least 4 years of experience in technical support or operations within a SaaS environment, and proficiency with tools like Salesforce and Stripe. Join a team dedicated to impacting the industries that run our world.

Servicios

Flexible working hours

Health benefits

Competitive total compensation package

Formación

• 4+ years of experience in a technical support, operations, or systems analyst role, ideally within a SaaS or technology environment.
• Demonstrated ability to troubleshoot and navigate complex, technical systems and workflows.
• Effective communicator with a collaborative mindset and strong interpersonal skills.

Responsabilidades

• Offer support for go-to-market tools and platforms, delivering timely assistance to teams.
• Troubleshoot and resolve customer and sales representative issues.
• Conduct thorough functional testing of product enhancements and bug fixes.

Conocimientos

Technical troubleshooting

Analytical skills

Interpersonal skills

Collaboration

Educación

Bachelor's Degree or equivalent

Herramientas

Salesforce

Stripe

Mixpanel

Datadog

Contentful

Descripción del empleo

Overview

Who we are

Samsara (NYSE: IOT) is the pioneer of the Connected Operations Cloud, a platform that enables organizations that depend on physical operations to harness IoT data to develop actionable insights and improve their operations. We help improve the safety, efficiency and sustainability of the physical operations that power our global economy. Representing more than 40% of global GDP, these industries include agriculture, construction, field services, transportation, and manufacturing, and we are excited to digitally transform their operations at scale.

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 part of a recently public company, you’ll have autonomy and support to make an impact as we build for the long term.

About the Role

We are looking for a detail-oriented and proactive Support and Operations Analyst to join our Growth Product team. In this role, you will play a critical part in supporting and managing the day-to-day operations of our go-to-market systems, including our eCommerce Webstore, sales platforms, and internal tools for sellers. This position blends product support, operational monitoring, QA testing, and process improvement to ensure high-quality user experiences and seamless internal workflows.

This is a remote position open to candidates residing in Mexico.

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 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, opportunities to experiment, and mastery in a hyper growth environment.
• You’re energized by our opportunity: The vision to digitize large sectors of the global economy requires your focus and best efforts to bring forth creative 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 Support

• Offer support for go-to-market tools and platforms, delivering timely, pragmatic assistance to internal teams and external users.
• Troubleshoot and resolve customer and sales representative issues, ensuring swift resolution and a positive experience.
• Investigate and validate go-to-market data, resolving discrepancies and supporting ongoing data hygiene efforts.
• Provide product usage guidance to cross-functional teams and stakeholders.
• Identify recurring issues or themes and collaborate with product teams to inform roadmap decisions and drive improvements.

Process Improvements & Documentation

• Work with the product team to drive the evolution of support operations by designing scalable solutions, such as automation tools and chatbot workflows.
• Identify opportunities to streamline recurring operational tasks (e.g., launching new Webstore products or onboarding new marketing campaigns) to improve speed and reduce manual effort.
• Maintain a robust knowledge base, including process documentation, product truths, and self-service resources for both internal users and customers.

Product Operations & Monitoring

• Conduct thorough functional testing and validation of product enhancements, feature launches, and bug fixes.
• Build and improve dashboards that track system performance and product health; proactively set up alerts to detect anomalies and coordinate with engineering to investigate and resolve issues.
• Champion 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.

Minimum requirements

• Bachelor’s Degree or professional experience equivalent.
• 4+ years of experience in a technical support, operations, or systems analyst role, ideally within a SaaS or technology environment.
• Demonstrated ability to troubleshoot and navigate complex, technical systems and workflows.
• Effective communicator with a collaborative mindset and strong interpersonal skills.
• Proven ability to manage competing priorities and meet deadlines in a fast-paced environment.
• Strong analytical and problem-solving abilities, with comfort interpreting operational data.
• Experience with project and task management tools and methodologies.

An ideal candidate also has

• Familiarity with platforms such as Salesforce, Stripe, Mixpanel, Datadog, and Contentful.
• Strong organizational skills with excellent attention to detail.
• Understanding of B2B marketing and sales processes and funnels.
• Hands-on experience supporting sales enablement or go-to-market tooling.
• Experience managing B2B eCommerce systems and content management platforms.

At Samsara, we welcome everyone regardless of 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 remote and flexible working, health benefits, and 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

We embrace a flexible working model that caters to diverse needs. Our offices are open for in-person work, and we also support remote work where it aligns with operational requirements. For certain positions, being close to an office or within a specific geographic area is important to facilitate collaboration. The job description will indicate any location requirements. Offers are contingent upon ability to secure and maintain the legal right to work at the company and in the specified location, if applicable.

Fraudulent Employment Offers

Samsara does not charge fees to applicants at any stage of the hiring process. Official communication will come from emails ending in @samsara.com or @us-greenhouse-mail.io. For more information, please visit our blog post here.