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Job Description
A Product Support Engineer at Samsara is responsible for diagnosing, troubleshooting, and resolving complex issues across mobile and cloud applications, ensuring system reliability and customer satisfaction through collaboration with engineering teams and effective support management.
Key Responsibilities
- Resolve complex mobile and cloud application issues for post-sales customers
- Own and manage high-severity technical escalations, providing timely updates to stakeholders
- Conduct root cause analyses and lead post-mortem investigations to identify improvements
- Collaborate with engineering teams to reproduce bugs and influence product fixes and enhancements
- Mentor and develop the global customer support team by creating troubleshooting guides and best practices
- Manage support ticket workflows and integrations to optimize customer support processes
- Participate in on-call rotation to handle operational issues and outages
Requirements
- Bachelor’s degree or higher in Computer Science, Software Engineering, or a related technical field.
- 6 years in a technical role with proven cross-functional collaboration.
- 5 years supporting enterprise customers, including 3 years at L3 Tier3 level.
- Experience in debugging and troubleshooting iOS and Android mobile app ecosystems.
- Ability to debug mobile app performance, crashes, authentication, and connectivity issues.
- Ability to troubleshoot end-to-end data flows using SQL, APIs, logs, and scripting.
- Strong proficiency with SQL and scripting languages such as Python.
- Experience with enterprise mobile and cloud applications.
- Familiarity with analytics tools such as Databricks and Tableau.
- Proven track record in incident handling, from service degradation to full outages.
- Excellent problem-solving, communication, and customer service skills.
- Ability to thrive in fast-paced, dynamic environments with resilience and creativity.
- Hands-on experience with support ticketing systems, including Zendesk and JIRA integrations.
- Ability to work from the Bengaluru office as needed and reside within a 1.5 hour commuting distance from the office.
- Participation in an on-call rotation schedule every few weeks to triage and manage high-severity issues and outages.
- Calm under pressure, with a sense of urgency and passion for solving complex customer challenges.
Benefits & Perks
Competitive total compensation package
Employee-led remote and flexible working
Health benefits
Hybrid work model with options for in-person or remote work
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