[Hiring] Technical Assist Specialist IV @Samsara

Concerning the position:

You may be part of our frontline assist staff made up of extremely expert {and professional} Technical Assist Specialists. You may be chargeable for responding to buyer requests for technical help over the cellphone and by way of e mail. Your work will likely be fast-paced and impartial in nature as you may be anticipated to handle your self in a approach to be obtainable to reply rapidly to our clients. Your work may even be collaborative, working along with different assist representatives in a number of assist areas to serve our clients.  

This can be a distant place open to candidates based mostly in Mexico Metropolis – Metropolitan space and Guadalajara. 

Expertise in a technical assist position, confirmed customer-facing expertise, and robust English communication expertise are a should. Try to be comfy dealing with advanced technical points and dealing in a fast-paced assist atmosphere.

You need to apply if:

• You need to impression the industries that run our world: Your efforts will end in real-world impression—serving to to maintain the lights on, get meals into grocery shops, scale back emissions, and most significantly, guarantee employees return house safely.
• You’re the architect of your personal profession: When you put within the work, this position gained’t be your final at Samsara. We arrange our staff for fulfillment and have constructed a tradition that encourages speedy profession improvement, numerous alternatives to experiment and grasp your craft in a hyper development atmosphere.
• You’re energized by our alternative: The imaginative and prescient now we have to digitize massive sectors of the worldwide financial system requires your full focus and greatest efforts to carry forth inventive, bold concepts for our clients.
• You need to be with the perfect: At Samsara, we win collectively, have a good time collectively and assist one another. You may be surrounded by a high-calibre staff that may encourage you to do your greatest.

On this position, you’ll: 

• Function the preliminary technical level of contact for primary and complicated buyer points, working collaboratively inside your first-line assist staff, and throughout engineering, and product groups to ship complete options.
• Present in-depth technical troubleshooting for superior points throughout Samsara’s SaaS platform, {hardware} gadgets, and integrations, leveraging a deep understanding of networking, cloud applied sciences, and IoT methods.
• Actively contribute to information base improvement by documenting detailed resolutions, creating technical guides, and mentoring junior brokers in your staff.
• Proactively determine traits in buyer points to affect product enhancements and optimize assist processes, driving steady enhancement of the shopper expertise.
• Ship skilled and clear communication to each technical and non-technical stakeholders, guaranteeing seamless decision of escalated points whereas sustaining a excessive degree of buyer satisfaction.
• Champion Samsara’s cultural rules (Deal with Buyer Success, Construct for the Lengthy Time period, Undertake a Progress Mindset, Be Inclusive, Win as a Group), driving innovation and collaboration inside the staff and throughout departments.

Minimal necessities for the position:

• Training: Bachelor’s diploma or increased in a technical self-discipline (e.g., Laptop Science, Engineering, Networking) or equal expertise. 
• Expertise: 5-7 years of expertise in a technical product assist or specialist position, ideally inside SaaS, IoT, or networking environments. Confirmed observe file of dealing with advanced technical escalations and collaborating throughout departments to resolve superior buyer points.
• Bilingual proficiency in English and Spanish is a should.
• Technical Experience: Robust understanding of networking ideas (e.g., TCP/IP, VPNs, DNS), cloud-based architectures, and {hardware} troubleshooting. Proficiency in utilizing diagnostic instruments, APIs, and scripting (e.g., Python, Bash) to automate troubleshooting and concern decision. Foundational information in Synthetic Intelligence. 
• Management: Demonstrated skill to mentor and information junior staff members, fostering ability improvement and information sharing. Expertise main initiatives or initiatives geared toward enhancing operational effectivity and buyer satisfaction.
• Drawback Fixing: Analytical mindset with a proactive method to figuring out, troubleshooting, and resolving each technical and process-related challenges. Distinctive organizational expertise to handle a number of escalations, prioritize workload successfully, and meet important deadlines.
• Flexibility: Availability to work versatile hours, together with nights and weekends, and supply on-call assist as wanted for high-impact buyer instances.

A great candidate additionally has:

• Basic information about electrical circuits, GPS and telematics. 
• Familiarity with networking protocols, APIs, and diagnostic instruments is extremely fascinating
• Superior certifications (e.g., CCNA, AWS Licensed Options Architect) are a powerful plus.
• Expertise integrating and troubleshooting third-party purposes and methods with APIs and webhooks.