Technical Support Engineer I - Mexico

The role

You will provide Tier 2 technical support for Samsara's hardware and software products. You will resolve complex customer problems and work with Engineering and Product teams to reproduce bugs.

What you will do

• Become an expert on Samsara's product portfolio of IoT solutions combining hardware, software and cloud
• Troubleshoot and resolve customer issues of medium to high complexity
• Respond to customers and resolve their inquiries in a timely and helpful manner, with a focus on SLA goals
• Partner with Enablement to author and maintain customer-facing knowledge base articles
• Work with Engineering and Product teams to reproduce bugs and build testbeds as necessary
• Provide direct feedback to Support Management for product and process improvements
• Champion and embed Samsara's cultural principles as the company scales globally

Required qualifications

• B.S. in Computer Science, Engineering (Mechanical/Electrical), or other technical fields
• 1-3 years of experience in support, engineering, or other technical roles
• Bilingual proficiency in English and Spanish is a must
• Experience troubleshooting and supporting hardware and software products
• Strong familiarity with CRMs such as Zendesk or Salesforce
• Comfortable interfacing with engineers, translating complex technical concepts into everyday language, and working with SaaS systems
• Excellent customer service and interpersonal skills
• Excellent written and verbal communication skills for technical and non-technical audiences
• Ability to effectively leverage AI tools to automate repetitive tasks and improve processes
• Strong bias for action, ability to dive deep, and insistence on the highest standards
• Ability to work in a hyper-growth environment with shifting priorities

Nice to have

• Experience with industrial systems, electronics, tinkering with cars or IoT devices, or similar hands-on work
• French or German proficiency

Benefits

• Above-market total compensation with 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

Before you apply

• Candidates must reside in Mexico; relocation assistance will not be provided
• All offers are contingent on the legal right to work in the specified work location
• Samsara uses Tofu, a fraud detection tool, to validate applications
• Samsara does not charge applicants fees at any stage of the hiring process

About the company

Samsara (NYSE: IOT) is the pioneer of the Connected Operations Cloud, which helps organizations that depend on physical operations use IoT data to improve safety, efficiency and sustainability. Its industries include agriculture, construction, field services, transportation and manufacturing.