[All remote jobs](https://jobicy.com/jobs.md)[![Samsara logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2025/06/dd26f5ca-221.jpg)](https://jobicy.com/company/samsara.md)[Samsara](https://jobicy.com/company/samsara.md) # Technical Support Engineer I – Mexico Review the role, location requirements, compensation details, and application process before deciding whether this opportunity fits your next career move. [Apply for this job](#job-application)[View company](https://jobicy.com/company/samsara.md)ShareRemote from[Mexico](https://jobicy.com/job-region/mexico.md)SalaryUndisclosedDepartment[Technical Support](https://jobicy.com/categories/technical-support.md)EmploymentFull TimeExperienceOpen levelPublished30 Oct 2026Apply before29 Nov 2026Listing views33Application actions2Application toolkit ## Make your next move. Prepare your resume, explore your fit, and draft a cover letter for this opportunity. AI Summary ## The role, at a glance. This Tier 2 Technical Support Engineer role resolves medium- to high-complexity hardware, software, SaaS, and IoT customer issues. The engineer manages support tickets, meets SLA targets, creates customer-facing knowledge-base content, and escalates reproducible bugs to Engineering and Product teams. Candidates need 1–3 years of relevant technical experience, fluent English and Spanish, strong CRM proficiency, and the ability to explain technical concepts clearly. The Mexico-based remote role operates in a high-growth environment and may require holiday or weekend coverage to meet customer demand. ## Role DNA A quick view of the complexity, pace, ownership and collaboration implied by the job description. ### Job Complexity 3/5EasyHard ### Pace & Pressure 4/5RelaxedFast-paced ### Autonomy Level 3/5GuidedFull ownership ### Communication Load 5/5IndependentCollaborative AI insightThe position requires structured troubleshooting across connected hardware, software, and cloud products, as well as collaboration with engineering teams on complex incidents. It is early-career in seniority, but SLA-driven work, changing priorities, and bilingual customer communication increase its operational demands. ## Salary analysis Estimated compensation compared with the broader US market for similar roles. Estimated job median (per year)Market rate$42,000US market range (per year)$30k–$55k0$60.50k AI insightThe yearly pay period is inferred from the job context; it was not explicitly stated by the employer. No employer salary was disclosed. The annual figures are AI estimates in USD for a Mexico-based, early-career bilingual Tier 2 technical support engineer with IoT hardware and SaaS troubleshooting responsibilities; yearly cadence is inferred from the full-time professional role. ## Core skills Skills and capabilities most closely associated with this opportunity. [Technical troubleshooting](https://jobicy.com/jobs?search_keywords=Technical%20troubleshooting.md)[IoT support](https://jobicy.com/jobs?search_keywords=IoT%20support.md)[Hardware support](https://jobicy.com/jobs?search_keywords=Hardware%20support.md)[SaaS support](https://jobicy.com/jobs?search_keywords=SaaS%20support.md)[Zendesk](https://jobicy.com/jobs?search_keywords=Zendesk.md)[Salesforce](https://jobicy.com/jobs?search_keywords=Salesforce.md)[Customer ticket management](https://jobicy.com/jobs?search_keywords=Customer%20ticket%20management.md)[SLA management](https://jobicy.com/jobs?search_keywords=SLA%20management.md)[Knowledge base authoring](https://jobicy.com/jobs?search_keywords=Knowledge%20base%20authoring.md)[Bug reproduction](https://jobicy.com/jobs?search_keywords=Bug%20reproduction.md)[English](https://jobicy.com/jobs?search_keywords=English.md)[Spanish](https://jobicy.com/jobs?search_keywords=Spanish.md)[Customer communication](https://jobicy.com/jobs?search_keywords=Customer%20communication.md)[AI automation tools](https://jobicy.com/jobs?search_keywords=AI%20automation%20tools.md) Sample interview questionsHow would you troubleshoot a customer report that an IoT device has stopped transmitting data?I would first confirm the scope and impact, review the device status and recent account activity, and collect timestamps, error messages, connectivity details, and environmental context. I would then follow a layered process covering power, physical installation, network connectivity, firmware or configuration, and the cloud service. I would document findings in the ticket, communicate clear next steps to the customer, and reproduce or escalate the issue with complete evidence if it appears to be a product defect. Describe how you would explain a complex technical issue to a non-technical customer. I would avoid jargon, begin with the customer impact, and use a simple analogy or step-by-step explanation. I would clearly separate what happened, what I have checked, what the customer needs to do, and when they can expect an update. Before ending the interaction, I would confirm understanding and provide concise written instructions or a knowledge-base article when appropriate. How do you prioritize multiple support tickets while meeting SLA commitments? I prioritize by severity, customer impact, SLA deadline, and whether the issue affects multiple users or safety-critical operations. I acknowledge urgent cases quickly, set realistic expectations, and use ticket updates to keep customers informed while I investigate. For lower-priority work, I organize tasks around deadlines and recurring issue patterns, escalating blockers early rather than allowing tickets to age without progress. What information would you provide to Engineering when escalating a suspected bug? I would provide a concise problem statement, affected product and environment details, customer impact, timestamps, logs or screenshots, exact steps to reproduce, expected behavior, actual behavior, and troubleshooting already completed. I would also note frequency, workarounds, and whether similar reports exist. This gives Engineering a reproducible, actionable report and reduces unnecessary back-and-forth. How have you used automation or AI tools to improve support work? I would use approved AI and automation tools to summarize ticket histories, draft knowledge-base outlines, identify recurring issue themes, and prepare consistent customer responses for review. I would validate all technical content before sharing it and avoid entering sensitive customer information into unapproved tools. The goal is to reduce repetitive administrative work while preserving accuracy, security, and a human customer experience. Opportunity details ## About this role. 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 Technical Support Engineer to provide world-class hardware and software support experience to our customers. You will be a part of our Tier 2 support team within the umbrella of the Global Technical Support organization. You will be responsible for resolving complex customer problems and improving support across all teams. Your work will be collaborative in nature, working together with other support engineers in multiple support locations to serve our customers and troubleshoot complex issues. The ideal candidate will have a strong technical background with experience in a technical support role, proven customer-facing skills, and strong communication skills. You understand the day-to-day aspects of customer support including managing tickets, building knowledge base articles, and providing product feedback to Engineering and PM teams. This is a remote position open to candidates residing in Mexico. Relocation assistance will not be provided for this role. 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: * Product Expertise: Become 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 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: * B.S. in Computer Science, Engineering (Mechanical/Electrical), or other technical fields. * 1-3 years of experience in support, engineering, or other technical roles. Bilingual proficiency in English and Spanish is a must. * Experience with troubleshooting and supporting hardware & software products. * 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, with the ability to translate complex technical concepts into clear, accessible language for both technical and non-technical audiences. * Ability to effectively leverage AI tools to automate repetitive tasks, improve processes, and drive greater efficiency * 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. An ideal candidate also has: * Experience with industrial systems, electronics, tinkering with cars or IoT devices, or similar hands-on work is a big plus. * French or German proficiency is a big plus. 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](https://www.samsara.com/company/careers/benefits) 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](mailto:accessibleinterviewing@samsara.com) or [click here](https://forms.gle/DrM6DFQUiSgfPtCVA) if you require any reasonable accommodations throughout the recruiting process. Our Commitment to Authenticity We use [Tofu](https://hiretofu.com/privacyPolicy), 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](https://www.samsara.com/legal/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](https://samsara.com/blog/avoiding-fake-job-offers). Show more [Apply now >](https://jobicy.com/jobs/158071-technical-support-engineer-i-mexico.md) > Annual salary information is not provided for this position. 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