At a Glance
- Tasks: Provide top-notch technical support and troubleshoot complex issues for our customers.
- Company: Join Samsara, a leader in IoT solutions transforming global operations.
- Benefits: Competitive pay, remote work flexibility, and professional development opportunities.
- Other info: Be part of a supportive team that values innovation and collaboration.
- Why this job: Make a real-world impact while advancing your career in a dynamic tech environment.
- Qualifications: Fluency in German and experience in technical support roles required.
The predicted salary is between 40000 - 50000 £ per year.
Who We Are
Samsara (NYSE: IOT) is the pioneer of the Connected Operations™ Cloud, 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 help improve the safety, efficiency and sustainability of the physical operations that power our global economy.
About the role
You will be part of our frontline support team of highly skilled Technical Support Specialists. You will respond to customer requests for technical assistance over the phone and via email. Your work will be fast‑paced and independent; you will be expected to manage yourself to be available to respond quickly to our customers. You will also collaborate with other support representatives in multiple locations to serve our customers.
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: By putting in the work, this role won’t be your last at Samsara.
- You’re energized by our opportunity: The vision 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.
In this Role, You Will:
- 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.
- 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, driving innovation and collaboration within the team and across departments.
Minimum Requirements for this Role:
- Language: Fluency in German.
- Education: Bachelor’s degree or higher in a technical discipline (e.g., Computer Science, Engineering, Networking) or equivalent experience.
- Experience: 3+ years in a technical product support or specialist role, preferably within SaaS, IoT, or networking environments.
Technical Expertise:
- Understanding of networking concepts (e.g., TCP/IP, VPNs, DNS), cloud‑based architectures, and hardware troubleshooting.
- Foundational knowledge in Artificial Intelligence.
Leadership:
- Demonstrated ability to mentor and guide junior team members, fostering skill development and knowledge sharing.
- Experience leading projects or initiatives aimed at improving operational efficiency and customer satisfaction.
Problem Solving:
- 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.
An Ideal Candidate Also Has:
- French fluency.
- General knowledge about electrical circuits, GPS and telematics.
- Familiarity with networking protocols, APIs, and diagnostic tools is highly desirable.
- Proficiency in using diagnostic tools, APIs, and scripting (e.g., Python, Bash) to automate troubleshooting and issue resolution.
- Advanced certifications (e.g., CCNA, AWS Certified Solutions Architect) are a strong plus.
- Experience integrating and troubleshooting third‑party applications and systems with APIs and webhooks.
- Familiarity with Slack and Google Workplace applications (Gmail, Google Docs, etc.).
- Flexibility: Availability to work flexible hours, including nights and weekends, and provide on‑call support as needed for high‑impact customer cases.
Total Rewards
At Samsara, we build for the people who keep the global economy moving. We offer 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.
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.
Accommodations
Samsara is an inclusive work environment, and we are committed to ensuring equal opportunity in employment for qualified persons with disabilities.
Technical Support Specialist - German Fluency employer: Trace
Samsara is an exceptional employer that empowers its employees to make a tangible impact on the industries that drive our global economy. With a strong focus on career development, a supportive and inclusive work culture, and competitive compensation packages, including equity opportunities, Samsara fosters an environment where innovation thrives and employees can grow their skills in a fast-paced, remote setting. Join a high-calibre team dedicated to transforming physical operations through cutting-edge technology while enjoying the flexibility and resources needed for long-term success.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Support Specialist - German Fluency
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Trace. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Trace before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Technical Support Specialist - German Fluency
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Trace:Your cover letter is your chance to shine! Tell us why you want to work at Trace specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Trace!
How to prepare for a job interview at Trace
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
