Supervisor, Technical Support - Remote

Overview

The Supervisor, Technical Support role at Samsara focuses on managing the Level 1 Technical Support team, ensuring high-quality customer service and team performance.

In Short

• Lead and mentor a team of Level 1 Technical Support Specialists.
• Provide real-time coaching and feedback.
• Conduct ticket audits and QA reviews.
• Manage real-time operations across multiple contact channels.
• Serve as the first point of escalation for complex customer issues.
• Collaborate with cross-functional teams to enhance customer support.
• Establish performance metrics to meet service levels.
• Foster a culture of continuous learning and professional growth.
• Identify opportunities for process improvements.
• Support a flexible working model.

Requirements

• BA/BS degree or equivalent work experience.
• 2+ years of leadership experience in technical support.
• Technical acumen in Hardware, Networking, or API integrations.
• Bilingual proficiency in English and Spanish.
• Experience with performance management and team development.
• Familiarity with CRM and ticketing platforms.
• Excellent problem-solving and troubleshooting skills.
• Strong customer-facing skills.
• Experience working in a global support environment.
• French proficiency is a plus.

Benefits

• Competitive total compensation package.
• Employee-led remote and flexible working.
• Health benefits.
• Samsara for Good charity fund.
• Opportunities for rapid career development.