Director, Technical Support Engineering – L2 Support

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🔥 3 minutes ago

🇺🇸 United States – Remote

💵 $132.7k - $213.3k / year

⏰ Full Time

🔴 Lead

📞 Support Engineer

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Samsara

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2015

📦 Logistics

🏗️ Construction

🏥 Healthcare

💰 Seed Round on 2014-08

Logistics • Construction • Healthcare

Samsara is a technology company that provides a comprehensive operations platform aimed at improving the efficiency, safety, and sustainability of organizations. Their solutions include video-based safety, vehicle telematics, equipment monitoring, workforce applications, and site visibility. Samsara serves a wide range of industries, including transportation, logistics, construction, and government. The platform connects people, systems, and data, enabling organizations to make faster, data-informed decisions. Samsara's Connected Operations technology helps complex organizations operate more effectively by offering real-time GPS, proactive alerts, compliance training, and asset tracking.

📋 Description

• Deliver a world-class 24x7 technical support experience for mid-market and enterprise customers • Lead and scale a team of 70+ remote and in-office support agents, engineers, and managers across multiple time zones • Ensure contractual SLAs and internal OLAs are met across phone, web, and chat channels • Drive resolution of technical issues in coordination with Product, Sales, and Customer Success • Hire, develop, motivate, coach, and retain inclusive, high-performing teams • Improve CSAT and NPS by delivering customer health insights to Product Management, Engineering, Sales, and Customer Success • Implement tools, metrics, processes, and automation to improve efficiency and customer experience • Oversee customer experience and operational excellence across Samsara’s products and services • Handle escalations and partner with L3 Support, Sales, and Customer Success on high-priority issues • Conduct capacity planning, identify staffing needs, and develop team skills • Analyze KPIs and performance data to guide decisions that improve customer experience and product quality • Ensure team readiness for new products and services through training and development • Champion Samsara’s cultural principles as the organization scales

🎯 Requirements

• BS in Engineering, Computer Science, Information Systems, or a related field • 10+ years of leadership experience in Technical Support, Engineering, or Operations at Senior Manager or Director level • Experience combining hardware/equipment and cloud-based products • Proven ability to scale support organizations through rapid growth and expansion • Experience managing mid-market and enterprise support teams in a highly technical environment • Strong analytical, data-driven, problem-resolution, and decision-making skills • Strong experience with AI tools such as Claude, Gemini, Glean, and Granola • Experience creating and implementing scalable standard operating procedures, performance metrics, and feedback mechanisms • Superior verbal and written communication skills • Strong operational excellence skills • Experience handling highly visible escalations and resolving issues cross-functionally • Ability to identify risks and dependencies and create mitigation plans • Adaptability and flexibility under stress, high tension, and tight deadlines • Ability to influence stakeholders outside the immediate team • Strong leadership ability to attract, motivate, retain, and develop people • Experience with multiple CRM platforms, such as Zendesk and Salesforce • MBA is a plus

🏖️ Benefits

• Performance-based bonus/variable pay • Equity for eligible roles • Flexible, employee-led remote model • Professional development stipend • Comprehensive health plans • Parental leave plans • Above-market total compensation opportunities