Overview

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. 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.Language: Fluency in FrenchEducation: Bachelor’s degree or higher in a technical discipline (e.g., Computer Science, Engineering, Networking) or equivalent experience.Experience: 3+ years of experience in a technical product support or specialist role, preferably within SaaS, IoT, or networking environments. Proven track record of handling complex technical escalations and collaborating across departments to resolve advanced customer issues.Technical Expertise: An understanding of networking concepts (e.g., TCP/IP, VPNs, DNS), cloud-based architectures, and hardware troubleshooting. Foundational knowledge in Artificial Intelligence.Leadership: Demonstrated ability to mentor and guide junior team members, fostering skill development and knowledge sharing. Experience leading projects or initiatives aimed at improving operational efficiency and customer satisfaction.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.An ideal candidate also has:

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