Product Support Engineer

Навыки

• Коммуникация
• Общение с клиентами
• Анализ данных
• Форензика и реагирование
• Jira
• Решение задач
• Python

О компании и продукте

• Samsara (NYSE: IOT) is the pioneer of the Connected Operations™ Cloud, which is a platform that enables organizations that depend on physical operations to harness Internet of Things (IoT) data to develop actionable insights and improve their operations. At Samsara, we are helping improve the safety, efficiency and sustainability of the physical operations that power our global economy. Representing more than 40% of global GDP, these industries are the infrastructure of our planet, including agriculture, construction, field services, transportation, and manufacturing — and we are excited to help digitally transform their operations at scale.
• Working at Samsara means you’ll help define the future of physical operations and be on a team that’s shaping an exciting array of product solutions, including Video-Based Safety, Vehicle Telematics, Apps and Driver Workflows, and Equipment Monitoring. As part of a recently public company, you’ll have the autonomy and support to make an impact as we build for the long term.
• We are looking for an experienced Compliance Product Support Engineer to join our Global Technical Support organization. This role is designed for a technical leader who thrives on solving the most challenging escalations at the intersection of regulatory law, IOT systems, and data integrity.

Задачи

• 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

Требования

• You want to impact the industries that run our world: Your efforts will result in real-world impact helping to keep the lights on, get food into grocery stores, reduce emissions, and most importantly, ensure workers return home safely
• You are the architect of your own career: If you put in the work, this role won’t be your last at Samsara
• We set up our employees for success and have built a culture that encourages rapid career development, countless opportunities to experiment and master your craft in a hyper growth environment
• You’re energized by our opportunity: The vision we have to digitize large sectors of the global economy requires your full focus and best efforts to bring forth creative, ambitious ideas for our customers
• You want to be with the best: At Samsara, we win together, celebrate together and support each other
• You will be surrounded by a high-caliber team that will encourage you to do your best
• 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
• An ideal candidate also has
• Experience with fleet regulatory requirements for compliance
• Experience in Telematics industry is a plus
• Data Analysis skills
• Python, SQL and Tableau

Условия

• At Samsara, we build for the people who keep the global economy moving
• We want owners, not passengers, which is why our rewards are designed to fuel high-impact builders
• Our compensation program delivers above-market total compensation through a combination of base salary, performance-based bonus/variable pay, and equity (for eligible roles) in a high-growth public company
• We meaningfully differentiate pay for our top performers, who have the opportunity to earn above-market compensation that can outpace the broader market over time
• Beyond compensation, we provide the foundations that enable long-term success: a flexible, employee-led remote model, a professional development stipend, comprehensive health and parental leave plans, and more
• If you’re ready to build for the long term and own the outcome, your journey starts here
• Flexible Working
• At Samsara, we embrace a flexible working model that caters to the diverse needs of our teams
• Our offices are open for those who prefer to work in-person and we also support remote work where it aligns with our operational requirements
• For certain positions, being close to one of our offices or within a specific geographic area is important to facilitate collaboration, access to resources, or alignment with our service regions
• In these cases, the job description will clearly indicate any working location requirements
• Our goal is to ensure that all members of our team can contribute effectively, whether they are working on-site, in a hybrid model, or fully remotely
• All offers of employment are contingent upon an individual’s ability to secure and maintain the legal right to work at the company and in the specified work location, if applicable
• Belonging at Samsara
• At Samsara, we welcome everyone regardless of their background
• All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, gender, gender identity, sexual orientation, protected veteran status, disability, age, and other characteristics protected by law
• We depend on the unique approaches of our team members to help us solve complex problems and want to ensure that Samsara is a place where people from all backgrounds can make an impact
• Accommodations
• Samsara is an inclusive work environment, and we are committed to ensuring equal opportunity in employment for qualified persons with disabilities

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