Director, Technical Support
SamsaraPosted February 7, 2025
Remote
Energy Management$114,520 - $184,050
Full Time
Job Description
The Director of Technical Support Engineering at Samsara is responsible for leading a team that delivers exceptional 24x7 technical support to mid-market and enterprise customers, ensuring high customer satisfaction while managing complex technical issues in a fast-paced, high-growth environment.
Responsibilities
- •Deliver world-class 24x7 technical support to mid-market and enterprise users.
- •Grow, develop, and motivate a team of technical experts.
- •Supervise day-to-day operations of the Technical Support Engineering team.
- •Drive resolution of technical issues in coordination with Product, Sales, and Customer Success.
- •Hire, develop, and direct high-performing teams across multiple geographies.
- •Ensure exceptional customer satisfaction by meeting operational and company CSAT targets.
- •Adapt and implement tools, metrics, and processes to enhance customer experiences.
- •Conduct reviews to accelerate closure of support cases and identify case-handling issues.
- •Assess existing processes and innovate to optimize case handling.
- •Conduct capacity planning and identify staffing requirements.
- •Conduct data investigation and derive performance insights from KPIs.
- •Identify automation opportunities to improve problem resolution.
- •Partner with Sales and Customer Success to address escalated customer issues.
Requirements
- •10 years of leadership experience in Technical Support, Engineering, or Operations environment at Senior Manager or Director level.
- •Experience managing multiple managers and senior managers across time zones and 175 people organizations.
- •Proven ability to take 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.
- •Experience creating and implementing scalable standard operating procedures, performance metrics, and feedback mechanisms.
- •Experience in handling highly visible escalations and working cross-functionally with the Product, Sales, and Customer Success teams to resolve.
- •Strong operational excellence skills to drive effective execution of the team’s vision and operational metrics.
- •Must be a strong leader with the ability to attract, motivate, retain and develop people.
- •Experience in multiple CRM platforms e.g. Zendesk, Salesforce with a drive to leverage the platform to drive operational efficiency.
Benefits
- •Compensation/salary range: 114,520 - 184,050 USD
- •Flexible working model (remote and in-office options)
- •Health benefits
- •Employee-led charity fund (Samsara for Good)
- •Competitive total compensation package
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