SamsaraL1 Associate Technical Support
Who we are
Samsara (NYSE: IOT) is the pioneer of the Connected Operations™ Cloud, which is a platform that enables organizations that depend on physical operations to harness Internet of Things (IoT) data to develop actionable insights and improve their operations. At Samsara, we are helping improve the safety, efficiency and sustainability of the physical operations that power our global economy. Representing more than 40% of global GDP, these industries are the infrastructure of our planet, including agriculture, construction, field services, transportation, and manufacturing — and we are excited to help digitally transform their operations at scale.
Working at Samsara means you’ll help define the future of physical operations and be on a team that’s shaping an exciting array of product solutions, including Video-Based Safety, Vehicle Telematics, Apps and Driver Workflows, and Equipment Monitoring. As part of a recently public company, you’ll have the autonomy and support to make an impact as we build for the long term.
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.
Total Rewards
At Samsara, we build for the people who keep the global economy moving. We want owners, not passengers, which is why our rewards are designed to fuel high-impact builders. Our compensation program delivers above-market total compensation through a combination of base salary, performance-based bonus/variable pay, and equity (for eligible roles) in a high-growth public company. We meaningfully differentiate pay for our top performers, who have the opportunity to earn above-market compensation that can outpace the broader market over time.
Beyond compensation, we provide the foundations that enable long-term success: a flexible, employee-led remote model, a professional development stipend, comprehensive health and parental leave plans, and more. If you’re ready to build for the long term and own the outcome, your journey starts here.
Flexible Working
At Samsara, we embrace a flexible working model that caters to the diverse needs of our teams. Our offices are open for those who prefer to work in-person and we also support remote work where it aligns with our operational requirements. For certain positions, being close to one of our offices or within a specific geographic area is important to facilitate collaboration, access to resources, or alignment with our service regions. In these cases, the job description will clearly indicate any working location requirements. Our goal is to ensure that all members of our team can contribute effectively, whether they are working on-site, in a hybrid model, or fully remotely. All offers of employment are contingent upon an individual’s ability to secure and maintain the legal right to work at the company and in the specified work location, if applicable.
Belonging at Samsara
At Samsara, we welcome everyone regardless of their 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.
Accommodations
Samsara is an inclusive work environment, and we are committed to ensuring equal opportunity in employment for qualified persons with disabilities. Please email accessibleinterviewing@samsara.com or click here if you require any reasonable accommodations throughout the recruiting process.
Our Commitment to Authenticity
We use Tofu, a fraud detection tool, to validate the authenticity of applications and protect against identity fraud. This ensures we are connecting with real people and allows us to prioritize genuine candidates. Please see Samsara’s Candidate Privacy Notice for more information.
Fraudulent Employment Offers
Samsara is aware of scams involving fake job interviews and offers. Please know we do not charge fees to applicants at any stage of the hiring process. Official communication about your application will only come from emails ending in @samsara.com, @us-greenhouse-mail.io or @mail3.guide.co. For more information regarding fraudulent employment offers, please visit our blog post here.