Job Description
A Product Support Engineer specializing in Safety Cameras, responsible for troubleshooting hardware failures, supporting manual video retrieval, and analyzing incidents to improve product reliability and customer success within Samsara's connected operations platform.
Key Responsibilities
- Investigate hardware failures of Safety Cameras that hinder video retrieval
- Lead and support manual video retrieval requests when standard tools fail
- Maintain and organize lab equipment and workspace
- Perform root cause analysis of electrical or electronic failures using testing tools
- Serve as a subject matter expert and provide training to the Global Technical Support team
- Conduct post-mortem analyses of high-impact Safety Camera incidents to identify root causes and trends
- Develop tools and SQL queries to automate investigation and analysis processes
Requirements
- Associate's degree in Electronics, Mechatronics, Electrical Engineering, or a similar field; B.S. degree is a plus.
- Proficiency in following detailed instructions and interpreting procedures and wiring schematics.
- Required skills include small component soldering.
- Experience using or the ability to rapidly learn various test and measurement equipment such as multimeter, logging power supplies, microscope, thermal chamber, and optical tools.
- 2-3 years of experience in debugging electrical or automotive systems.
- Excellent communication, customer service, and interpersonal skills.
- Demonstrated resourcefulness, creativity, and problem-solving abilities.
- Ability to work in a fast-paced dynamic environment.
- Travel to customer locations for on-site investigations as needed, with a requirement of 10% travel.
- Ability to investigate Safety Camera hardware failures that block video retrieval, including issues such as damaged cameras, intermittent recording, or missing footage scenarios.
- Ability to lead and support manual video retrieval requests when footage cannot be retrieved via standard dashboard tools, due to cable damage, device power loss, or physically damaged cameras.
- Ability to maintain the lab space and keep equipment operational and orderly.
- Ability to root cause basic EE field failures using a power supply, oscilloscope, multimeter, and bench equipment.
- Serve as a subject matter expert and educator to the Global Technical Support team.
- Lead post mortem analyses for high impact Safety Cameras incidents, identifying root causes, systematic patterns, and process tooling improvement opportunities.
- Build world-class tools to automate manual processes and develop SQL queries to accelerate investigations and analysis of issues.
- Minimum of an Associate's degree in Electronics, Mechatronics, Electrical Engineering, or a similar field.
- Ability to interpret wiring schematics and detailed instructions.
- Experience or ability to quickly learn to use test and measurement equipment such as multimeter, logging power supplies, microscope, thermal chamber, and optical tools.
- Experience in debugging electrical or automotive systems.
- Data analysis skills in Python, SQL, and Tableau.
Benefits & Perks
Competitive total compensation package with salary range of $67,235 to $101,700 USD annually
Employee-led remote and flexible working options
Health benefits
Ready to Apply?
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