Frontline L1 Senior Bilingual Technical Support Specialist handles technical assistance requests via phone and chat in a remote US-based role, collaborating with cross-functional teams to resolve complex issues.
Responsibilities
- Serve as the escalation point for the most challenging and high-impact customer cases, investigating and resolving advanced technical issues in partnership with frontline Technical Support Engineers, Customer Success Managers, and cross-functional stakeholders across Product and Engineering.
- Drive deep technical investigations by leading root cause analyses of complex product issues spanning the SaaS platform, hardware devices, and integrations; synthesize data, logs, customer environments, and product behavior to identify patterns and actionable insights.
- Bridge support and customer-facing teams by coordinating with Customer Success and Account teams on customer impact, resolution timelines, and communication strategies for complex cases; represent Support in strategic account discussions and maintain technical confidence with high-value customers.
- Mentor Tier II and III support peers on troubleshooting approaches, resolution paths, and customer communication best practices; contribute to elevating team capabilities through case reviews and technical debriefs.
- Advocate for customers by identifying recurring trends or product gaps from escalations and escalating them to Product or Engineering; assist in prioritization by highlighting customer impact and business urgency.
- Document and share knowledge through post-mortem summaries, case studies, and advanced internal documentation to support knowledge transfer and improved future troubleshooting.
- Contribute to incident management by participating in high-severity calls as a subject matter expert; help coordinate between Support, Engineering, and Customer teams to ensure accurate updates and effective resolution.
- Champion Samsara's cultural principles by modeling collaboration, customer obsession, and a team-first mentality; foster inclusive teamwork and a culture of continuous learning.
Requirements
- Education: Bachelor's degree in a technical field (Engineering, Computer Science, Networking) or equivalent hands-on experience in technical support environments.
- Experience: 4–6 years in a technical support or escalation role, ideally within SaaS, networking, or IoT settings; proven history of partnering with support and customer-facing teams to resolve complex product issues.
- Technical Skills: Solid networking fundamentals (TCP/IP, DNS, DHCP, VPNs, etc.).
- Familiarity with cloud platforms and connected hardware systems.
- Experience using diagnostic tools, analyzing logs, and investigating multi-layered technical issues.
- Comfort with interpreting API responses, JSON data, and web-based integrations.
- Collaboration & Communication: adept at navigating cross-functional relationships with both technical and non-technical stakeholders.
- Communication: excellent written and verbal skills to clearly explain complex technical issues to customers and internal teams.
- Leadership: experience mentoring peers or leading investigations.
- Ownership: able to take ownership of critical cases and drive them to resolution.
- Flexibility: available to work flexible hours, including on-call rotations and handling urgent escalations when needed.
- Bilingual capabilities required.
Technologies
- Salesforce
- Zendesk
- Wireshark
- Postman
- Internal ticketing and logging systems
Benefits
- Above-market total compensation, including base salary, performance-based bonus or variable pay, and equity for eligible roles
- Flexible, employee-led remote model
- Professional development stipend
- Comprehensive health and parental leave plans
Total Rewards
Samsara emphasizes above-market total compensation through base pay, performance bonuses, and equity for eligible roles, complemented by a flexible remote work model, development stipends, and generous health and parental leave. The program rewards top performers with meaningful recognition and long-term value while supporting ongoing growth and work-life balance.
Flexible Working
Samsara maintains a flexible working model that supports remote operations while offering in-person options where collaboration or resources necessitate proximity. Some roles may have geographic considerations to align with service regions and resources.
Belonging at Samsara
Samsara welcomes applicants from all backgrounds and ensures equal opportunity in employment. Qualified candidates will be considered without regard to race, color, religion, national origin, sex, gender identity, sexual orientation, protected veteran status, disability, age, or other protected characteristics.
Accommodations
Samsara is committed to inclusive hiring and offers reasonable accommodations during the recruiting process. Please email accessibleinterviewing@samsara.com or use the provided channel to request support.
Our Commitment to Authenticity
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Fraudulent Employment Offers
Samsara does not charge fees at any stage of the hiring process. Official communications will originate from @samsara.com, @us-greenhouse-mail.io, or @mail3.guide.co. For guidance on scams, consult the company's security resources.
