Technical Support Engineer

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

Descripción de la vacante

A leading IoT solutions company is seeking a Technical Support Engineer to provide hardware and software support. This remote role requires 6 months to 1 year of experience in technical support and proficiency in both English and Spanish. The ideal candidate should excel in troubleshooting, customer service, and communication, ensuring customer satisfaction through timely issue resolution and documentation efforts. Competitive compensation and flexible working conditions offered.

Servicios

Competitive total compensation

Remote and flexible working

Health benefits

Formación

• 6 months to 1 year of experience in support, engineering, or other technical roles.
• Ability to articulate technical concepts for non-technical audiences.
• Experience troubleshooting hardware in remote environments.

Responsabilidades

• Become an expert on Samsara’s IoT solutions.
• Troubleshoot and resolve customer issues with medium to high complexity.
• Respond to customers and meet SLA goals.

Conocimientos

Technical troubleshooting

Customer service

Bilingual English and Spanish

Educación

B.S. in Computer Science or Engineering

Herramientas

CRMs like Zendesk or Salesforce

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 operations. We help improve the safety, efficiency and sustainability of physical operations that power the global economy across agriculture, construction, field services, transportation, and manufacturing, and we are excited to digitally transform these operations at scale.

Working at Samsara means you’ll help define the future of physical operations on a team shaping an 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.

About the role

Samsara is looking for an experienced Technical Support Engineer to provide world-class hardware and software support to our customers. You will be part of our Tier 2 support team within 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, partnering with other support engineers in multiple locations to serve 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.

This is a remote position open to candidates based 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 foster a culture that encourages rapid career development and opportunities to master your craft 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 Expertise: Become an expert on Samsara’s portfolio of IoT solutions—hardware, software, and cloud—to bring real-time visibility, analytics, and AI to operations across multiple industries.
• Technical Troubleshooting: Use your technical knowledge to troubleshoot and resolve customer issues with medium to high complexity.
• Responsiveness & Resolution: Respond to customers and resolve inquiries in a timely and helpful manner with a primary focus on meeting SLA goals.
• Documentation: Partner with Enablement to author and maintain customer-facing knowledge base articles to improve self-service for end users.
• Partnerships: Work closely with Engineering and Product teams to reproduce bugs and build test environments as necessary.
• Feedback Loop: Provide direct feedback to Support Management for product and process improvements to enhance the customer experience.
• Team Player: Embody 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.

Minimum requirements for the role

• B.S. in Computer Science, Engineering (Mechanical/Electrical), or other technical field.
• 6 months to 1 year of experience in support, engineering, or other technical roles.
• Bilingual English and Spanish is a must.
• Technical know-how to interface with engineers, translate complex concepts, and work with SaaS systems.
• Experience troubleshooting hardware and installations in a remote environment.
• Excellent customer service and interpersonal skills with the ability to influence across the company.
• Excellent written and verbal communication skills; ability to articulate for both technical and non-technical audiences.
• Strong bias for action, ability to dive deep, and high standards.
• Ability to work in a hyper-growth environment with shifting priorities.
• Willingness to work flexible hours including nights and weekends is preferred.

An ideal candidate also has

• Experience with industrial systems, electronics, tinkering with cars or IoT devices, or similar hands-on work.
• Tripling language skills (English, Spanish, and French) is a plus.
• Familiarity with CRMs like Zendesk or Salesforce.
• Familiarity with vehicles, trailers and diagnostic ports (e.g., OBD-II, J1939) is a plus.

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 more. Take a look at our Benefits site to learn more.

Accommodations

Samsara is committed to equal opportunity in employment for qualified persons with disabilities. Please email [e-mail] or contact us if you require any reasonable accommodations during the recruiting process.

Flexible Working

We embrace a flexible working model that supports remote work where it aligns with operations. Some roles may require proximity to a office or region to facilitate collaboration. All offers are contingent on the ability to secure legal right to work in the specified location.

Fraudulent Employment Offers

Samsara does not charge fees to applicants at any stage. Official communication about your application will come from emails ending in @samsara.com or similar. For more information about fraudulent offers, please visit our blog post.