Product Support Engineer II

Who we are

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, Equipment Monitoring, and Site Visibility. 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. 

Recent awards we’ve won include:

Great Place To Work Certified™ 2023

Best Place to Work by Built In 2023

Financial Times The Americas’ Fastest Growing Companies 2023

Deloitte Fast 500 Companies

IoT Analytics Company of the Year in 2022’s IoT Breakthrough Winners

We see a profound opportunity for data to improve the safety, efficiency, and sustainability of operations, and hope you consider joining us on this exciting journey. 

About the role:

We are looking for an experienced support engineer to join our Global Technical Support organization as a Product Support Engineer - Safety. In this role, you will be responsible for resolving mission-critical issues across the entire Safety solutions stack, including full-stack, firmware, and hardware, ensuring system reliability and performance. You will provide debugging, failure analysis, and design feedback to our Software Engineering teams with the primary goal of improving product quality to ensure world-class customer experience.

This role is a combination of troubleshooting and creative problem solving with a strong customer focus. We are looking for hands-on engineers who are passionate about Samsara’s mission with an attitude to resolve issues with a sense of urgency. 

You should apply if:

• 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. 

In this role, you will: 

• Identify and resolve cloud application issues for Samsara customers related to performance, 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

• Participate in an on-call rotation to triage incidents

Minimum requirements for the role:

• Bachelor’s degree in computer science, software engineering, or related field

• 8+ 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

• Expert 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

• AI fluency - experience with any of the following (cursor, glean AI assistant, gemini gems, chatgpt) 

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

At Samsara, we welcome all. All sizes, colors, cultures, sexes, beliefs, religions, ages, people. We depend on the unique approaches of our team members to help us solve complex problems. We are committed to increasing diversity across our team and ensuring that Samsara is a place where people from all backgrounds can make an impact.

Benefits

Full time employees receive an above market total compensation package along with employee-led remote and flexible working, health benefits, Samsara for Good charity fund, and much, much more. Take a look at our Benefits site to learn more.

Accommodations

Samsara is an inclusive work environment, and we are committed to ensuring equal opportunity in employment for qualified persons with disabilities. Please email [email protected] or click here if you require any reasonable accommodations throughout the recruiting process.

Flexible Work

At Samsara, we have adopted a flexible way of working, enabling teams and individuals to do their best work, regardless of where they’re based. We value in-person collaboration and know a change of scenery and quiet space to work is welcomed from time to time, but also appreciate that the world of work has changed. Our offices remain open for those who prefer to collaborate or work in-office, but we also encourage fully remote applicants.