Remote L1 Senior Technical Support Specialist Vacancy at Samsara – Canada Based Only

Position: L1 Senior Technical Support Specialist

Job Location: Remote – Canada Based only

Job type: Full time

Salary: $54,400—$70,400 CAD annually

Deadline: Not Specified

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You’ll be part of Samsara’s frontline Technical Support team—a highly skilled, customer-centric group that serves as the first point of contact for users. In this role, you’ll deliver high-quality technical support across phone, chat, and email, guiding customers through complex issues and ensuring they maximize the value of Samsara’s platform.

You’ll succeed in a fast-paced, autonomous environment that values responsiveness and accountability, while working closely with globally distributed teammates to provide a consistent, world-class support experience. As a fully remote position, this role requires a dependable internet connection and a quiet, dedicated workspace to perform effectively.

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Benefits

Work remotely fro-m anywhere in Canada
$54,400—$70,400 CAD annually.
Flexibility of work
All nationalities in Canada can apply
Health coverage for employees and family
Mental health support
Flexible PTO
Pension plan
401(K) plan
And more.

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Job Duties

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.

Qualifications/Requirements

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.
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.
Solid understanding of networking concepts (e.g., TCP/IP, VPNs, DNS), cloud-based architectures, and hardware troubleshooting.
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.
Strong written and verbal communication skills; demonstrates active listening and the ability to confidently walk customers through technical issues to resolution.
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.
Availability to work flexible hours, including nights and weekends, and provide on-call support as needed for high-impact customer cases

Additional Requirements

Have 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.)

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