Who we are Samsara (NYSE: IOT) is the pioneer of the Connected OperationsTM 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.

Who we are Samsara (NYSE: IOT) is the pioneer of the Connected OperationsTM 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, Equipment Monitoring, and Site Visibility. We are looking for a Manager capable of managing the day-to-day interactions and processes in our Level 1 Technical Support team. In this role,



your main priority is to be available as a coach and mentor for your team members (both FTE and contract employees), providing insight into daily responsibilities, handling customer escalations, and overseeing your team to keep them on task.

Your goal is to empower your team to produce fast, consistent, world-class technical support and be present for the needs of the team. This role will focus on training, teaching, and empowering our Level 1 Technical Support Specialists to grow into high-performing members of the support team. This is a remote position open to candidates based in Mexico City - Metropolitan, and Guadalajara.

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. 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. Drive your team's performance ensuring best-in-class customer satisfaction across all support channels (e.g. phone, chat, web).

Maintain customer satisfaction and internal quality levels at, or above, stated objectives and appropriately communicate performance and progress to the team and management. Effectively manage staff and contract partners critical to our frontline success, reviewing SLA's, quality and ensuring consistency. Ensure that the group manages a quality end-to-end process from issue submission through resolution while meeting the service expectations of the customers and the organization.

Provide effective reporting to peers and management on KPIs, key objectives, and measures. Analyze and report on top customer trends to identify opportunities for training, process, or product improvement. 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.

Bilingual - Spanish and English fluency is a must.

An adecuado candidate has: HDI-SCM, ITIL 4 or CTSM certification is a plus.

📌 Manager, Technical Support Level 1 (Puerto Vallarta)
🏢 Samsara
📍 Puerto Vallarta