Job Description
The Compliance Product Support Engineer at Samsara is responsible for providing technical support and resolving complex issues related to ELD compliance products, ensuring data accuracy and regulatory adherence for fleet management systems. They serve as a technical authority, analyze device telemetry, collaborate with cross-functional teams, and drive continuous product improvement to support safe and efficient physical operations.
Key Responsibilities
- Serve as the final escalation point for complex ELD compliance product issues for post-sales customers.
- Own the end-to-end lifecycle of complex product issues, coordinating with R&D to drive timely fixes.
- Analyze device telemetry and fleet data to identify patterns and translate logs into technical insights.
- Provide technical support for audits and inspections in collaboration with legal and support teams.
- Lead post-mortem analyses to identify root causes, systemic issues, and actionable improvements.
- Collaborate with support and R&D teams to resolve customer issues and escalations.
- Lead technical feedback for new products to ensure supportability and customer clarity.
- Define success criteria, validation plans, and operational procedures for new feature launches.
- Develop or contribute to internal tools to accelerate ticket resolution and trend analysis.
- Provide technical coaching and conduct case reviews to elevate the support team’s expertise.
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.
- Experience with fleet regulatory requirements for compliance.
- Experience in the Telematics industry is a plus.
- Experience in direct customer interaction, incident response, and participation in a rotational after-hours on-call support cadence.
- Data analysis skills using Python, SQL, and Tableau.
- 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, capable of speaking at technical and conversational levels.
- Technical know-how—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.
Benefits & Perks
Above-market total compensation through base salary, performance-based bonus, and equity
Flexible, employee-led remote work model
Comprehensive health and parental leave plans
Professional development stipend
Ready to Apply?
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