• Support Queue Ownership: Manage and respond to inbound support tickets through HubSpot across email and in app chat while meeting our first response SLA. • Workflow Troubleshooting: Diagnose and resolve configuration and workflow related issues within the platform, ensuring customers are using the system correctly and efficiently. • Bug Reproduction and Escalation: Reproduce reported bugs, document replication steps clearly, record videos when helpful, gather relevant context, and escalate with structured documentation to Product or Engineering. • Customer Guidance: Communicate clearly with users, translating system behavior into practical next steps. • Documentation and Process Improvement: Identify gaps in internal documentation and contribute to improving knowledge base articles and internal workflows. • Cross Functional Collaboration: Partner with Customer Success, Product, and Engineering to ensure issues are resolved efficiently and feedback loops remain tight.

• Respond to and follow up on technical tickets through the helpdesk system; • Provide support to customers in using Invenzi solutions; • Assist in the analysis, logging, and resolution of incidents; • Perform remote access for configurations and support (TeamViewer, AnyDesk); • Monitor tickets, systems, and response times (SLAs); • Escalate requests when necessary, ensuring the correct support workflow; • Contribute to technical documentation and the knowledge base; • Support testing and validation of solutions when required; • Participate in improvements to support and service processes; • Contribute ideas and enhancements for the Invenzi software; • Participate in technical discussions for implementation of the access control solution;

• Serve as the initial technical point of contact for customer issues • Provide technical troubleshooting for advanced issues across Samsara’s platforms • Contribute to knowledge base development by documenting resolutions and mentoring junior agents • Identify trends in customer issues for product improvements • Communicate clearly with stakeholders to ensure customer satisfaction • Champion Samsara's cultural principles and drive innovation

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description We’re looking for a Customer Support Operations Engineer to join our Customer Support Operations team and power great support by reducing customer effort through smart tools and automation. In this role, you will treat our Customer Support team as your primary customer — designing, building, and improving the tools, workflows, and automations that enable them to deliver world-class support. - Assist with technical issues - Contribute to operational improvements - Collaborate with senior engineers and stakeholders to increase efficiency and effectiveness of our Customer Support organization This role is well suited for someone who enjoys hands-on technical work, supporting others, and growing their technical and operational skills in a collaborative environment. Note: This is not a frontline customer support role. This position focuses on building, automating, and improving the systems that enable our Support team to operate effectively at scale. Qualifications - 4+ years improving or operating support systems (not just responding to tickets) - Hands-on experience configuring or extending support platforms (Zendesk, JSM, Salesforce, etc.) - Experience building scripts or lightweight internal tools (JavaScript, Python, etc.) - Experience working with APIs and relational databases Requirements - Experience integrating AI into support workflows (Nice to Have) - Experience building internal dashboards (SQL / BI) (Nice to Have) - Experience with React, Next.js, or similar frameworks (Nice to Have) Benefits - Ownership in what you help build: Every permanent Webflower receives equity (RSUs) in our growing, privately held company. - Health coverage that actually covers you: Comprehensive medical, dental, and vision plans for full-time employees and their dependents, with Webflow covering most premiums. - Support for every stage of family life: 12 weeks of paid parental leave for all parents and 6+ weeks of additional paid leave for birthing parents. Plus inclusive care for family planning, menopause, and midlife transitions. - Time off that’s actually off: Flexible vacation, paid holidays, and a sabbatical program to help you recharge and come back inspired. - Wellness for the whole you: Access to mental health resources, therapy and coaching. - Invest in your future: A 401(k) with 100% employer match (up to $6,000/year) in the U.S., and support for retirement savings globally. - Monthly stipends that flex with your life: Localized support for work and wellness expenses — from Wi-Fi to workouts. - Bonus for building together: All full-time, permanent, non-commission employees are eligible for our annual WIN bonus program.