Product Support Engineer

In this role, you will:

Identify and resolve cloud application issues for Samsara customers related to performance, roles & permissions, and reports

• Identify and resolve complex issues related to our Safety solution for post-sales customers across the mobile app, dashboard, and hardware products
• Analyze cloud data and logs to drive quality improvement
• Serve as a subject matter expert and educator to our global customer support team
• Analyze product support trends and partner with the R&D team to build a world-class customer solution
• Lead post-mortem analyses to identify learnings, root causes, systematic patterns that need attention, improvement opportunities, and relevant trends
• Collaborate with engineering teams to troubleshoot and resolve product issues, ensuring swift recovery from customer-facing outages and maintaining system reliability
• Champion, role model, and embed Samsara s cultural values (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:

• Bachelor s degree in computer science, software engineering, or related field
• 5+ years of experience in a technical role supporting products within distributed systems, utilizing a comprehensive solution stack across software and hardware, with cross-functional collaboration
• Proficient in data analytics tools like Databricks and Tableau
• Experience with SQL and Python
• Prior technical support experience required
• Strong problem-solving skills
• Fluent in English with excellent communication and customer service skills
• Resourceful, creative, and able to form strong relationships with R&D and product team
• Able to work in a fast-paced environment
• Experience in direct customer interaction, incident response, and 24/7 on-call support is essential

An ideal candidate also has:

• 5+ years of experience in product support, software development or systems engineering for cloud based products
• Executive presence & communication - excellent written and verbal communication skills tailored to a senior leadership audience
• Ability to drive outcomes without authority - strong project management skills necessary to prioritize, delegate, and drive action across departments
• Operational urgency - you have hands-on experience delivering business results under tight timelines
• Technical know-how - you re comfortable interfacing with engineers, translating complex technical concepts into everyday language, and working with SaaS systems
• Levelheadedness - you re self-assured and calm amidst high pressure situations
• Strong bias for action, ability to deep-dive, insistence on the highest standards and work in a hyper-growth environment with shifting priorities

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