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Principal Business Systems Analyst - Zendesk



Remote · United States
Posted on Wednesday, August 30, 2023

Who we are

Samsara (NYSE: IOT) is the pioneer of the Connected Operations™ 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. As part of a recently public company, you’ll have the autonomy and support to make an impact as we build for the long term.

Recent awards we’ve won include:

Great Place To Work Certified™ 2023

Best Place to Work by Built In 2023

Financial Times The Americas’ Fastest Growing Companies 2023

Deloitte Fast 500 Companies

IoT Analytics Company of the Year in 2022’s IoT Breakthrough Winners

We see a profound opportunity for data to improve the safety, efficiency, and sustainability of operations, and hope you consider joining us on this exciting journey.

About the Role

The Principal Business Systems Analyst - Zendesk Customer Support Systems will be responsible for gathering requirements, designing, testing and implementing Customer Support applications at scale. The candidate will interface with the business to ensure timely and effective delivery of solutions to meet the business requirements.

The candidate will be responsible for identifying and implementing process improvements in the customer support domain. Previous hands-on experience in Zendesk for Services CRM will be key to success in this role.

This is a multi-faceted role where you will work multi-functionally with our Customer Support, SalesOps, Customer Success, Product, Growth, Marketing, and Finance teams. This position can be either office-based or fully remote in the USA.

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: If you put in the work, this role won’t be your last at Samsara. 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.
  • You’re energized by our opportunity: 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.
  • You want to be with the best: At Samsara, we win together, celebrate together and support each other. You will be surrounded by a high-caliber team that will encourage you to do your best.

Click here to learn about what we value at Samsara.

In this role, you will:

  • Work closely with internal stakeholders to scope the requirements for development, design, and implement solutions for Customer Support operations
  • Act as a lead and be able to drive projects of all sizes
  • Be the point of contact for the business regarding all Customer Support related processes
  • Serve as Scrum master for ongoing sprints
  • Define the current state and uncover gaps in Customer Support best practices
  • Guide discovery workshops, which includes the facilitation of large audiences, solution presentations, and prototype demonstrations
  • Work collaboratively with team members to design a solution that will meet the business requirements and fulfill user stories
  • Perform analysis, administration, documentation, troubleshooting, testing for ongoing sprints and projects
  • Guide and assist the team with QA, UAT, and system integration testing for existing and new processes for CS domain
  • Mentor, develop and train Junior BSA’s
  • 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

Minimum requirements for the role:

  • 8+ years of extensive knowledge implementing solution in Zendesk
  • 6+ years working of experience in implementations of the customer support related SaaS applications and other customer support related softwares and tools
  • 3+ years of designing, configuring and developing on customer support SaaS platform
  • Ability to translate business requirements into technical deliverables
  • Strong experience and understanding of Zendesk and out of the box features and capabilities
  • Self-starter, self-motivated, able to work independently, prioritize effectively, and perform multiple tasks under minimal supervision
  • Experience in agile development methodology
  • Effectively communicate vision, strategy, and statuses of projects to leadership and internal stakeholders
  • Excellent communication skills and proven success in a dynamic and collaborative environment
  • Strong problem-solving skills
  • Bachelor's degree in Computer Science or equivalent

An ideal candidate also has:

  • Highly organized, detail-oriented, and able to work independently
  • Certifications: Zendesk Support Administrator Expert Certification, Scrum certification
Samsara’s Compensation Philosophy: Samsara’s compensation program is designed to deliver total compensation (based on role, level, and geography) that is above market. We do this through our base salary + bonus/variable + restricted stock unit awards (RSUs). A new hire RSU award is awarded at the time of hire, and additional RSU refresh grants may be awarded annually.

We pay for performance, and top performers are eligible to receive above target equity refresh awards which allow employees to achieve higher market positioning.

The range of annual base salary for full-time employees for this position is below. Please note that base pay offered may vary depending on factors including your city of residence, job-related knowledge, skills, and experience.
$122,196$179,700 USD

At Samsara, we welcome everyone regardless of their background, race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, etc. We depend on the unique approaches of our team members to help us solve complex problems. We are committed to increasing diversity across our team and ensuring that Samsara is a place where people from all backgrounds can make an impact.



Full time employees receive an above market total compensation package along with employee-led remote and flexible working, health benefits, Samsara for Good charity fund, and much, much more. Take a look at our Benefits site to learn more.

Flexible Working

At Samsara, we have adopted a flexible way of working, enabling teams and individuals to do their best work, regardless of where they’re based. We value in-person collaboration and know a change of scenery and quiet space to work is welcomed from time to time, but also appreciate that the world of work has changed. Our offices remain open for those who prefer to collaborate or work in-office, but we also encourage fully remote applicants. As most roles are not required to be in the office, we are able to hire remotely where Samsara has an established presence. If a role is required to be in a certain location and candidates do not have work authorization for that location, Samsara will conduct an immigration assessment. If the role is not required to be in a specific location, Samsara will move forward with the remote location that works best for the business. All offers of employment are contingent upon an individual’s ability to secure and maintain the legal right to work at the company.

Please note: Samsara does not accept agency resumes and is not responsible for any fees related to unsolicited resumes. Please do not forward resumes to Samsara employees.