Technical/Product Support Engineer - Sales Systems

Samsara; Grants (NM); Remote; USD 80,000 - 100,000; Full time

Job summary

A leading technology company in New Mexico seeks a Support and Operations Analyst. This position involves managing go-to-market systems, troubleshooting issues, and driving process improvements. Ideal candidates should have 4+ years of experience in a technical support or operations role, and possess strong analytical, problem-solving, and communication skills. The role is remote but candidates should reside in Mexico.

Benefits

Competitive total compensation

Remote and flexible working

Health benefits

Qualifications

• 4+ years of experience in a technical support or operations role.
• Ability to manage competing priorities in a fast-paced environment.
• Strong analytical and problem-solving abilities.

Responsibilities

• Offer support for go-to-market tools and platforms.
• Troubleshoot and resolve customer and sales representative issues.
• Conduct thorough functional testing and validation of product enhancements.

Skills

Troubleshooting

Collaboration

Analytical skills

Problem-solving

Communication

Education

Bachelor’s Degree

Tools

Salesforce

Stripe

Mixpanel

Datadog

Contentful

Job description

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 operations. We help improve the safety, efficiency and sustainability of the physical operations that power our global economy. We serve industries that form the infrastructure of our planet, including agriculture, construction, field services, transportation, and manufacturing.

We offer opportunities to help shape a range of product solutions and, as a recently public company, provide autonomy and support to make an impact over 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 support and manage the day-to-day operations of go-to-market systems, including our eCommerce Webstore, sales platforms, and internal tools for sellers. This role 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 have real-world impact—helping to keep lights on, get food into stores, reduce emissions, and help workers return home safely.
• You are the architect of your own career: If you put in the work, this role can be a stepping stone to further opportunities at Samsara. We support rapid career development in a hyper-growth environment.
• You’re energized by our opportunity: Our vision to digitize large sectors of the global economy requires your focus and best efforts.
• You want to be with the best: You will be surrounded by a high-caliber team that encourages you to perform at 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—improving speed and reducing 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 and 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 and across new offices.

Minimum requirements for this role

• Bachelor’s Degree or years of professional equivalent experience.
• 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 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 supports remote work where it aligns with operational requirements. Some roles may require proximity to an office or service region. All offers are contingent on the ability to work legally in the specified location.

Fraudulent Employment Offers

Samsara does not charge fees to applicants. Official communication will come from emails ending in @samsara.com or @us-greenhouse-mail.io. For information on fraudulent offers, please visit our blog post here.