• 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 as we scale globally and across new offices.

• Manage the portfolio of strategic commercial aviation clients, ensuring a high level of service, relationship management and follow-up on commercial requests. • Support the implementation of the commercial strategy through market analyses, monitoring of indicators and identification of business opportunities. • Prepare commercial, financial and operational analyses to support decision-making and portfolio management. • Continuously monitor the client portfolio, ensuring control of activities, deadlines, commercial information and operational requests. • Support demand planning by consolidating commercial information, analyzing client projections and preparing consumption estimates by airport, contributing to operational planning and supply chain management. • Monitor developments in the fuel, energy and aviation markets, identifying trends and opportunities to expand the product and service portfolio. • Collaborate with Operations, Planning, Credit, Pricing, Logistics, Tax and Legal teams to support execution of client requirements. • Track financial indicators of the portfolio, supporting control of receivables and management of customer debts. • Develop presentations and commercial studies for clients and leadership. • Support initiatives related to the energy transition, continuously expanding knowledge of aviation-focused solutions such as Sustainable Aviation Fuel (SAF).

• Serve as the first point of contact via phone, email, chat, and ticketing systems. • Own, update, and resolve support tickets from start to finish. • Provide clear, professional, and timely updates to customers. • Meet established response and resolution SLAs. • Support and troubleshoot: - Internet connectivity and WAN outages - ISP degradation and circuit issues - VoIP, SIP, RTP, and PBX-related issues - Call quality, registration, and audio problems - LTE failover (Cradlepoint devices) - UniFi switches, gateways, and access points - Grandstream VoIP phones and devices - General LAN/WAN networking issues • Monitor alerts, dashboards, and ticket queues. • Prioritize customer-impacting incidents. • Escalate complex issues to Level 2 support, engineering teams, vendors, or carriers as needed. • Maintain ownership of issues until fully resolved or reassigned. • Track escalations through completion. • Provision and support UniFi networking equipment. • Configure VoIP users, extensions, call routing, and PBX systems. • Support Grandstream devices and Cradlepoint LTE failover deployments. • Create scopes of work for onsite technicians. • Coordinate Field Nation dispatches and installations. • Verify job completion and documentation. • Follow established SOPs and knowledge base documentation. • Document troubleshooting steps clearly and accurately. • Participate in training sessions and continuous learning. • Utilize downtime for technical upskilling and documentation review.

• Triage and own technical support tickets from enterprise customers • Investigate incidents methodically • Write clear internal notes and handover documentation • Attempt repros of customer issues • Escalate to engineering when warranted • Contribute to the team's shared knowledge base • Be a calm, professional voice for customers