About the role:
You’ll join our frontline Technical Support team, a group of highly skilled and customer-focused professionals who serve as the first point of contact for our users. In this role, you’ll provide exceptional technical assistance across multiple channels — phone, chat, and email — helping customers resolve complex issues and get the most out of Samsara’s technology.
You’ll thrive in a fast-paced, independent environment where responsiveness and ownership are key, while also collaborating closely with support teammates across global locations to deliver a seamless and world-class customer experience.
As this is a remote role, a reliable internet connection and a distraction-free work environment are required to perform duties effectively and at full capacity.
This is a remote position open to candidates based in Mexico City - Metropolitan area Monterrey, Guadalajara and Querétaro.
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 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-caliber team that will encourage you to do your best.
In this role, you will:
- Respond to inbound customer requests for assistance through live channels (phone, email and chat).
- Collaborate with other customer support teams to communicate and escalate customer issues in a timely fashion
- Self-Manage personal workload in an effective and efficient manner
- Utilize available knowledge, tools, and resources to resolve customer issues
- Clearly and concisely documenting communications with Customers
- Champion, role model, and embed 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:
- High school diploma required, along with an Associate’s degree or technical certifications in a related field.
- 1 year of experience in a technical product support role preferably within SaaS, IoT, or networking environments.
- Bilingual: Proficient in English and Spanish, with the ability to conduct business and technical conversations in both languages.
- Technical know-how - you’re comfortable interfacing with customers, translating complex technical concepts into everyday language, and working with SaaS system
- Interest and ability to work in a fast-growing environment with changing responsibilities.
- Technical knowledge in cloud applications, mobile computing, and hardware device troubleshooting
- Availability to work a flexible schedule, which may include evenings, weekends, and holidays as needed.
An ideal candidate also has:
- General knowledge about Electrical circuits, GPS and telematics.
