Who we are
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 operations 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.
Working at Samsara means you’ll help define the future of physical operations and be on a team that’s shaping an exciting array of product solutions, including Video-Based Safety, Vehicle Telematics, Apps and Driver Workflows, and Equipment Monitoring. As part of a recently public company, you’ll have the autonomy and support to make an impact as we build for the long term.
About the role:
Samsara is looking for an experienced Senior Escalation Specialist to join our Global Technical Support organization to provide individualized support with an elevated level of care and urgency for our customers. This includes providing executive-level communications to our customers and internal stakeholders. You will support customers involved in time-sensitive escalations and manage their overall experience by collaborating closely with customer stakeholders as well as Samsara’s Sales, Customer Success, Technical Support, Product Management, and Engineering teams. You will be part of the Incident and Escalations team within the umbrella of the Global Technical Support organization.
We are looking for a candidate with exemplary executive-level communication skills and a solid track record of managing high-priority escalations and projects to produce successful outcomes for our customer base. A successful candidate will be a creative problem solver with a passion for superb service and customer devotion.
This is a remote working position open to candidates based in Mexico.
You should apply if:
- You want to impact the industries that run our world: Your efforts will result in real-world impact – helping to keep the lights on, get food into grocery stores, reduce emissions, and most importantly, ensure workers return home safely.
- You are the architect of your own career: If you put in the work, this role won’t be your last at Samsara. We set up our employees for success and have built a culture that encourages rapid career development, countless opportunities to experiment and master your craft in a hyper growth environment.
- You’re energized by our opportunity: The vision we have to digitize large sectors of the global economy requires your full focus and best efforts to bring forth creative, ambitious ideas for our customers.
- You want to be with the best: At Samsara, we win together, celebrate together and support each other. You** **will be surrounded by a high-calibre team that will encourage you to do your best.
In this role you will:
- Be the Single Point of Contact: Manage the lifecycle of an escalation including, but not limited to, acting as the single point of contact for the customer and internal stakeholders. Be responsible for resource coordination and communication through escalation closure up to the senior executive level.
- Cross-Functional Partnerships: Build strong working relationships with key stakeholders across Customer Success, Engineering, Product, and Sales, and Accounts Receivable with a focus on fostering efficient collaboration and driving down resolution times of technical or billing related issues.
- Process Development: Develop, implement, and coordinate key post-escalation processes such as post-escalation reviews, post-mortems, trend evaluation, and other key continuous improvement activities in conjunction with the Support Operations team.
- Best Practices: Establish and maintain escalation SOP’s in accordance with industry standards and best practices.
- Reporting & Metrics: Build and monitor escalation KPIs and relevant reporting to ensure support continues to provide the best experience possible for escalated customers.
- Executive Reviews: Drive and manage review meetings focused on critical/major escalations with senior executives.
- Samsara Culture: Champion, role model, and embed Samsara’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.
- Champion, role model, and embed Samsara’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 for the role:
- 5+ years experience in a dedicated customer facing escalation management role in fast-paced software/technology environments (SaaS/PaaS/IoT).
- Bachelor's degree in a technical or business field, or equivalent practical work experience.
- Demonstrated program or project management experience with an ability to influence stakeholders to achieve desired outcomes.
- Exceptional judgment in high-pressure scenarios, and ability to make timely recommendations from both business and technical standpoints.
- Strong bias for action, ownership, ability to dive deep, and insistence on the highest standards.
- Demonstrated ability to communicate customer issues in a meaningful way to both technical and business audiences at various levels of seniority, up to and including senior executives.
- Proficient english language verbal, written, communication, and receptive listening skills.
- Proven ability to build strong working relationships cross-functionally to drive effective teamwork and communication.
- Experience working with ticketing systems such as Zendesk and Salesforce.
An ideal candidate also has:
- 8+ years of customer facing Support Services related experience with a proven track record of delivering business value and improvement.
- Previous people management experience.
- High levels of emotional intelligence (EQ), empathy, proactivity, and the ability to advocate for both clients and internal teams alike, continuously striving for mutually beneficial solutions.
- Ability to work in a hyper-growth environment with shifting priorities.
- Experience working with dashboard tools such as Zendesk Explore and Tableau.
Total Rewards
At Samsara, we build for the people who keep the global economy moving. We want owners, not passengers, which is why our rewards are designed to fuel high-impact builders. Our compensation program delivers above-market total compensation through a combination of base salary, performance-based bonus/variable pay, and equity (for eligible roles) in a high-growth public company. We meaningfully differentiate pay for our top performers, who have the opportunity to earn above-market compensation that can outpace the broader market over time.
Beyond compensation, we provide the foundations that enable long-term success: a flexible, employee-led remote model, a professional development stipend, comprehensive health and parental leave plans, and more. If you’re ready to build for the long term and own the outcome, your journey starts here.
**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. For certain positions, being close to one of our offices or within a specific geographic area is important to facilitate collaboration, access to resources, or alignment with our service regions. In these cases, the job description will clearly indicate any working location requirements. Our goal is to ensure that all members of our team can contribute effectively, whether they are working on-site, in a hybrid model, or fully remotely. All offers of employment are contingent upon an individual’s ability to secure and maintain the legal right to work at the company and in the specified work location, if applicable.
Belonging at Samsara
At Samsara, we welcome everyone regardless of their 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. We depend on the unique approaches of our team members to help us solve complex problems and want to ensure that Samsara is a place where people from all backgrounds can make an impact.
**Accommodations **
Samsara is an inclusive work environment, and we are committed to ensuring equal opportunity in employment for qualified persons with disabilities. Please email accessibleinterviewing@samsara.com or click here if you require any reasonable accommodations throughout the recruiting process.
Our Commitment to Authenticity
We use Tofu, a fraud detection tool, to validate the authenticity of applications and protect against identity fraud. This ensures we are connecting with real people and allows us to prioritize genuine candidates. Please see Samsara’s Candidate Privacy Notice for more information.
Fraudulent Employment Offers
Samsara is aware of scams involving fake job interviews and offers. Please know we do not charge fees to applicants at any stage of the hiring process. Official communication about your application will only come from emails ending in @samsara.com, @us-greenhouse-mail.io or @mail3.guide.co. For more information regarding fraudulent employment offers, please visit our blog post here.