In this role, you will:
Identify and resolve cloud application issues for Samsara customers related toperformance, 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
.
