Product Support Engineer

🕒 June 19

🤠 Texas – Remote

🤠 Texas – Remote

💵 $90.1k - $121.2k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 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

• 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.

🎯 Requirements

• 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.

🏖️ Benefits

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