Remote IoT Technical Support Engineer

Samsara; Mexico; On-site; PHP 878,735 - 1,230,229; Full time

Job summary

Samsara is hiring an experienced Technical Support Engineer to deliver world-class hardware and software support to customers. This remote role is open to candidates based in Mexico, working with our Tier 2 Global Technical Support team to resolve complex issues and improve self-service knowledge.

You will interface with product and engineering teams, create knowledge base content, and ensure high-quality customer interactions. Fluency in English and Spanish is required.

Qualifications

• B.S. in Computer Science, Engineering (Mechanical/Electrical), or other technical fields.
• 6 months - 1 year of experience in support, engineering, or other technical roles.
• Bilingual English and Spanish is a must.
• Technical know-how interfacing with engineers and translating concepts for non-technical users.
• Experience troubleshooting hardware and installations in a remote environment.
• Excellent customer service and communication skills.

Responsibilities

• Product Expertise: become an expert on Samsara’s IoT hardware/software portfolio.
• Technical Troubleshooting: resolve medium to high complexity customer issues.
• Responsiveness & Resolution: meet SLA goals in timely, helpful manner.
• Documentation: author and maintain customer-facing knowledge base articles.
• Partnerships: collaborate with Engineering and Product teams to reproduce bugs.
• Feedback Loop: provide product/process improvements to support management.
• Team Player: embody Samsara’s culture and collaborate across teams.

Skills

Technical Troubleshooting

Customer-Facing

SaaS Knowledge

English & Spanish

Hardware Support

Remote Collaboration

Education

Bachelor's in Computer Science

Tools

Zendesk

Salesforce

Job description

Samsara is hiring an experienced Technical Support Engineer to deliver world-class hardware and software support to customers. This remote role is open to candidates based in Mexico, working with our Tier 2 Global Technical Support team to resolve complex issues and improve self-service knowledge.

You will interface with product and engineering teams, create knowledge base content, and ensure high-quality customer interactions. Fluency in English and Spanish is required.