Product Support Engineer

🕒 Junho 19

🤠 Texas – Remoto

🤠 Texas – Remote

💵 $90.142 - $121.200 / ano

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

📞 Engenheiro de Suporte

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Samsara

SiteLinkedInTodas as Vagas

1001 - 5000 funcionários

Fundada em 2015

📦 Logística

🏗️ Construção

🏥 Saúde

💰 Seed Round em 2014-08

Logistics • Construction • Healthcare

Samsara é uma empresa de tecnologia que oferece uma plataforma completa de operações voltada a aprimorar a eficiência, a segurança e a sustentabilidade das organizações. Suas soluções incluem segurança baseada em vídeo, telemetria veicular, monitoramento de equipamentos, aplicativos para a força de trabalho e visibilidade de instalações. A Samsara atende a diversos setores, como transporte, logística, construção e governo. A plataforma conecta pessoas, sistemas e dados, permitindo que as organizações tomem decisões mais rápidas e orientadas por dados. A tecnologia de Connected Operations da Samsara ajuda organizações complexas a operar com mais eficácia, oferecendo GPS em tempo real, alertas proativos, treinamentos de compliance e rastreamento de ativos.

Descrição

• Serve as the final escalation point for intricate ELD compliance product for post-sales customers. • Own the end-to-end lifecycle of complex product issues, coordinating Possible issues and Jira tickets with R&D to drive timely fixes and clear stakeholder visibility. • Analyze device telemetry and fleet-level patterns using internal tools, translating raw data and logs into clear, actionable technical narratives. • Provide technical support for audits & inspections in collaboration with our Escalations, Product and Legal teams • Drive continuous product improvement by leading post-mortem analyses to identify root causes, systemic issues, key learnings, and actionable trends. • Collaborate with Support and R&D teams to resolve customer issues and escalations, using support trend analysis to develop superior customer solutions. • Lead technical feedback for new products to ensure supportability and ease of customer understanding. • Define success criteria, validation plans, and operational runbooks for new feature launches, ensuring global support team readiness. • Develop or contribute to internal tools to significantly accelerate ticket resolution and trend analysis. • Elevate the organization's technical expertise by providing technical coaching and conducting case reviews for support engineers.

🎯 Requisitos

• B.S. in Computer Science, Engineering (Mechanical/Electrical), or other technical field. • 6+ years of experience in technical support, field engineering, or systems engineering, specifically with distributed, hardware-integrated products. • Familiarity with ELD related rules and regulations. • Excellent customer service and interpersonal skills coupled with the ability to influence individual contributors and leaders across the company. • Excellent written and verbal communication skills, you can speak at technical and conversational levels. • Technical know-how - you’re comfortable interfacing with engineers, translating complex technical concepts into everyday language, and working with SaaS systems. • Demonstrated strong resourcefulness, creativity, and problem-solving skills. • Adaptability and ability to thrive in a fast-paced, dynamic work environment. • Experience in direct customer interaction, incident response, and participation in a rotational after-hours/on-call support cadence is essential.

🏖️ Benefícios

• Flexible working model • Professional development stipend • Comprehensive health and parental leave plans • Performance-based bonuses • Equity for eligible roles