OverviewServe as the initial technical point of contact for basic and complex customer issues, working collaboratively within your first-line support team, across engineering, and product teams to deliver comprehensive solutions. Provide in-depth technical troubleshooting for advanced issues across Samsara''s SaaS platform, hardware devices, and integrations, leveraging a deep understanding of networking, cloud technologies, and IoT systems. Actively contribute to knowledge base development by documenting detailed resolutions, creating technical guides, and mentoring junior agents on your team. Proactively identify trends in customer issues to influence product improvements and optimize support processes, driving continuous enhancement of the customer experience. Deliver professional and clear communication to both technical and non-technical stakeholders, ensuring seamless resolution of escalated issues while maintaining a high level of customer satisfaction. Champion Samsara''s cultural principles (Focus on Customer Success, Build for the Long Term, Adopt a Growth Mindset, Be Inclusive, Win as a Team), driving innovation and collaboration within the team and across departments.

Qualifications

Language: Fluency in German

Education: Bachelor’s degree or higher in a technical discipline (e.g., Computer Science, Engineering, Networking) or equivalent experience

Experience: 3+ years in a technical product support or specialist role, preferably within SaaS, IoT, or networking environments. Proven track record of handling complex technical escalations and cross-department collaboration

Technical Expertise: Understanding of networking concepts (e.g., TCP/IP, VPNs, DNS), cloud-based architectures, and hardware troubleshooting. Foundational knowledge in Artificial Intelligence

Leadership: Ability to mentor and guide junior team members; experience leading projects to improve operational efficiency and customer satisfaction

Problem Solving: Analytical, proactive in troubleshooting and resolving technical and process-related challenges; strong organizational skills to manage multiple escalations

Ideal / Additional Skills

General knowledge about electrical circuits, GPS and telematics

Networking protocols, APIs, and diagnostic tools

Proficiency with diagnostic tools, APIs, and scripting (e.g., Python, Bash) to automate troubleshooting

Advanced certifications (e.g., CCNA, AWS Certified Solutions Architect) are a strong plus

Experience integrating and troubleshooting third-party applications and systems with APIs and webhooks

Familiarity with Slack and Google Workspace applications (Gmail, Google Docs, etc.)

Flexibility to work hours including nights and weekends; on-call support for high-impact customer cases

Responsibilities

Respond to customer requests for technical assistance over the phone and via email in a fast-paced, collaborative environment

Provide in-depth technical troubleshooting for complex issues across SaaS, hardware, and integrations

Mentor junior agents, contribute to knowledge bases, and document detailed resolutions

Collaborate with engineering and product teams to deliver comprehensive solutions

Identify trends in customer issues to influence product improvements and support processes

Maintain professional communication with technical and non-technical stakeholders; ensure high customer satisfaction

Champion Samsara’s cultural principles across teams

Location and Working PatternLocation/Working Pattern: This is a remote position open to candidates based in the UK within a reasonable commute distance to London.

About SamsaraSamsara (NYSE: IOT) is the pioneer of the Connected Operations Cloud, a platform enabling organizations that depend on physical operations to harness IoT data to develop actionable insights and improve operations. We aim to improve safety, efficiency and sustainability across industries such as agriculture, construction, field services, transportation, and manufacturing. We offer opportunities to influence the future of physical operations with product solutions including Video-Based Safety, Vehicle Telematics, Apps and Driver Workflows, Equipment Monitoring, and Site Visibility.

Working at SamsaraAs part of a recently public company, you’ll have autonomy and support to impact the long term. You will be part of a frontline support team of skilled Technical Support Specialists, responsible for responding to customer requests for technical assistance and managing escalations in a fast-paced environment. Strong English communication skills are required.

BenefitsFull-time employees receive a competitive total compensation package along with remote and flexible working, health benefits, and more. See our Benefits site for details.

AccommodationsAccommodations

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