L1 Senior Technical Support Specialist at Samsara

, , Canada -

Full Time

Start Date

Immediate

Expiry Date

23 Mar, 26

Salary

70400.0

Posted On

23 Dec, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Support, SaaS, IoT, Networking, Cloud Technologies, Troubleshooting, Customer Service, Communication, Mentoring, Problem Solving, Analytical Skills, Collaboration, Flexibility, Documentation, Technical Guides, Customer Experience

Industry

Software Development

Description

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 Canada. Relocation assistance will not be provided. 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: Serve 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 assisting customer inbound requests through web, phone, chat and email channels 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. Minimum Requirements for this role: Education: Bachelor’s degree in a technical discipline such as Computer Science, Engineering, or Information Systems, or 4–6 years of equivalent hands-on technical experience in the absence of a degree. Experience: 3+ years of experience in a technical product support or specialist role, preferably within SaaS, IoT, or networking environments. Demonstrated proficiency troubleshooting hardware and software systems, working with SaaS/cloud, communicating with engineers and customers. Bilingual proficiency in English and French is a must. Technical Expertise: Solid understanding of networking concepts (e.g., TCP/IP, VPNs, DNS), cloud-based architectures, and hardware troubleshooting. Mentoring and collaboration:Demonstrated ability to mentor and guide junior team members, fostering skill development and knowledge sharing. Proven capacity to collaborate effectively across cross-functional teams to troubleshoot and resolve technical issues. Communications skills: Strong written and verbal communication skills; demonstrates active listening and the ability to confidently walk customers through technical issues to resolution. Problem Solving: Analytical mindset with a proactive approach to identifying, troubleshooting, and resolving both technical and process-related challenges. Exceptional organizational skills to manage multiple escalations, prioritize workload effectively, and meet critical deadlines. Flexibility: Availability to work flexible hours, including nights and weekends, and provide on-call support as needed for high-impact customer cases. An ideal candidate also has: General knowledge about electrical circuits, GPS and telematics. Familiarity with networking protocols, APIs, and diagnostic tools is highly desirable Foundational knowledge in Artificial Intelligence. Familiarity with Slack and Google Workplace applications (Gmail, Google Docs, etc.) The range of annual base salary for full-time employees for this position is below. Please note that base pay offered may vary depending on factors including your city of residence, job-related knowledge, skills, and experience. $54,400—$70,400 CAD 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. Benefits Full time employees receive a competitive total compensation package along with employee-led remote and flexible working, health benefits, and much, much more. Take a look at our Benefits site to learn more. 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. 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. 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’ or ‘@us-greenhouse-mail.io’. For more information regarding fraudulent employment offers, please visit our blog post here.

Responsibilities

Serve as the initial technical point of contact for customer issues and provide in-depth technical troubleshooting for advanced issues across Samsara’s SaaS platform. Actively contribute to knowledge base development and identify trends in customer issues to influence product improvements.