Technical Support Engineer

Samsara; Remote; GBP 35,000 - 50,000; Full time

Job summary

A leading technology company in the United Kingdom is seeking an experienced Technical Support Engineer to join their Tier 2 support team. The role involves providing top-notch hardware and software support to customers, resolving complex issues, and collaborating with internal teams. Ideal candidates will have a B.S. in Computer Science or a related field, 3-5 years of technical support experience, and are required to be bilingual in English and French. With a flexible working model and a commitment to inclusivity, the company offers a dynamic work environment.

Benefits

Flexible working model

Commitment to inclusivity

Recognition for workplace excellence

Qualifications

• 3-5 years of experience in support or engineering roles.
• Bilingual in English and French is a must.
• Experience with industrial systems or hands-on work is a plus.

Responsibilities

• Provide world-class hardware and software support.
• Resolve complex customer problems.
• Document customer-facing knowledge base articles.
• Collaborate with engineering and product teams.

Skills

Technical troubleshooting

Customer service

Interpersonal skills

Technical know-how

Communication skills

Proficiency in English and French

Education

B.S. in Computer Science or Engineering

Tools

Zendesk

Salesforce

Job description

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 operationsParms 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.

About the Role

Remote position open to candidates with the right to work in the UK. Samsara is looking for an experienced Technical Support Engineer to provide world‑class hardware and software support experience to our customers. You will be part of our Tier 2 support team within the umbrella of the Global Technical Support organization and responsible for resolving complex customer problems and improving support across all teams.

• Product Expertise-las e an expert on Samsara’s product portfolio of complete Internet of Things (“IoT”) solutions combining hardware, software, and cloud to bring real‑time visibility, analytics, and AI to operations across multiple industries.
• Technical Troubleshooting – use your technical knowledge and product expertise to troubleshoot and resolve customer issues with medium to high complexity.
• Responsiveness & Resolution – respond to customers and resolve their inquiries in a timely and helpful manner with a primary focus on meeting our SLA goals.
• Documentation – partner with Enablement to author and maintain customer‑facing knowledge base articles to help improve the self‑serviceability for our end users.
• Partnerships – work closely to develop partnerships with our Engineering and Product teams in order to reproduce bugs and build testbeds as necessary.
• Feedback Loop – provide direct feedback to Support Management for product and process improvements to help enhance the customer experience.
• Team Player – champion, role model, and embed SamsaraCmpC’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

• B.S. in Computer Science, Engineering (Mechanical/Electrical), or other technical fields.
• 3-5 years of experience in support, engineering, or other technical roles.
• Being bilingual in English and French is a must.
• Strong familiarity with using CRMs like Zendesk or Salesforce.
• Technical know‑how – you’re comfortable interfacing with engineers, translating complex technical concepts into everyday language, and working with SaaS systems.
• Excellent customer service and interpersonal skills coupled with the ability to influence individual contributors and leaders across the company.
• Excellent written and verbal communication skills, you can speak both Engineer and Human.
• Strong bias for action, ability to dive deep, and insistence on the highest standards.
• Ability to work in a hyper‑growth environment with shifting priorities.
• Willingness to work holidays and weekends as needed to meet customer demands as part of a rotation.

Preferred Qualifications

• Experience with industrial systems, electronics, tinkering with cars or IoT devices, or similar hands‑on work is a big plus.
• вд Experience with SaaS platforms, leveraging tools such as GraphQL or Databricks.
• Additional languages such as German or Dutch are a big plus.

Awards

• Best Place to Work by Built In 2023
• Financial Times The Americas’ Fastest Growing Companies 2023
• IoT Analytics Company of the Year in 2022’s IoT Breakthrough Winners

Accommodations: Samsara is an inclusive work environment, and we are committed to ensuring equal opportunity in employment for qualified persons with disabilities. Please email [e-mail] 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.

Corporate Citizenship: Samsara welcomes everyone regardless of 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.