• Serve as the first technical responder for inbound user issues • Triage problems using runbooks while applying independent technical judgment • Identify whether issues can be resolved directly or require engineering escalation • Communicate clearly and confidently with both technical and non-technical users • Navigate production databases and internal tooling to investigate issues • Use **SQL**, command-line tools, or scripts to validate data and identify root causes • Troubleshoot user-facing blockers without defaulting to escalation • Verify fixes and confirm resolution before closing issues • Translate user pain points into clear, actionable technical bug reports • Communicate directly with engineers in Slack and issue trackers • Provide strong technical context so engineers can move quickly • Follow issues through deployment and confirm user impact post-fix • Support onboarding, credentialing, and access workflows • Perform hands-on tasks such as account resets, permission changes, and configuration fixes • Ensure users can successfully access and operate the platform • Track active issues, dependencies, and follow-ups across systems • Maintain clean internal trackers and task hygiene • Improve troubleshooting documentation and runbooks • Identify recurring issues and recommend process or product improvements

• 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. • Use your technical knowledge and product expertise to troubleshoot and resolve customer issues with medium to high complexity. • Respond to customers and resolve their inquiries in a timely and helpful manner with a primary focus on meeting our SLA goals. • Partner with Enablement to author and maintain customer-facing knowledge base articles to help improve the self-serviceability for our end users. • Work closely to develop partnerships with our Engineering and Product teams in order to reproduce bugs and build testbeds as necessary. • Provide direct feedback to Support Management for product and process improvements to help enhance the customer experience. • 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.

Technical Support Specialist LeadVenture is looking for a fully remote Technical Support Specialist for our Belize location. This position will assist dealers with day-to-day software requests and helping dealers to get the most out of their software while troubleshooting any immediate issues. (Only candidates living in Belize will be considered for this position) Here is what you’ll get to do: - Provide first level technical support for customer software applications. - Sign into the email, phone, and chat queues and take calls, chats or emails as assigned and respond to customer requests in a timely and accurate manner. - Initiate, update, track and close tickets through work order system. - Complete and maintain all required paperwork, records, documents and tech support logs according to established procedures. - Recognize, document and alert the supervisor of trends in customer calls and issues. - Escalate complex issues to appropriate staff. - Basic understanding of Windows folder and registry structure - Recommend process improvements. - Manage the Phone Client to ensure calls and emails are answered promptly. Be accountable and responsible for procedures, cases and work assigned. - Maintain a backlog of no more than 15 active cases (new, in progress, waiting on customer) - Educate customers to be experts on TCS products. - Cultivate a team environment with a fun and positive attitude. You’ll thrive in this role if you have: - Associates Degree in Computer Science or related field. (Preferred) - Minimum of 2 years computer and software service experience in a fast-paced business environment. (Preferred) - Minimum of 1 years supporting customer applications via phone in technical help desk environment. - Skilled in Microsoft Office suite (Outlook, Word, Excel, CRM, etc.) - Demonstrated ability to work inter-departmentally to accomplish objectives - Ability to understand customer problems and know when to ask clarifying questions. - Ability to identify complex computer problems, analyze them, and solve them. - Ability to describe technical information in a way that a nontechnical person can understand. - Strong writing skills in preparing instructions, email and chat responses. - High capacity to learn and adapt to changing technologies and service.

• Compose thoughtful, personalized responses to a variety of customer requests • Triage incoming requests and spot trends in customer issues to flag for the wider team • Interact with customers to provide and process accurate, valid, and complete information with the highest degree of empathy, courtesy, and professionalism • Log, manage, and follow up on all customer support tickets • Perform problem-solving tasks, provide answers to product-related questions and troubleshooting and ensure that issues are properly documented, prioritized, tracked, and resolved • Perform ad hoc tasks when requested by the client • Proactively monitor the client’s dashboards and platforms and actively reach out to customers who need extra support with troubleshooting • Ensure proper and timely escalation of issues to meet internal and external expectations • Identify opportunities and recommendations for continuous process improvement • Deliver service excellence and maximize customer service and satisfaction • Work with the external team to stay updated on product and service knowledge