Job Description
The Compliance Product Support Engineer at Samsara is responsible for providing advanced technical support for ELD compliance products, ensuring data accuracy, resolving complex escalations, and collaborating with cross-functional teams to improve product supportability and customer satisfaction.
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 support, product, and legal teams
- Lead post-mortem analyses to identify root causes, systemic issues, and actionable trends for product improvement
- Collaborate with support and R&D teams to resolve customer issues and escalations
- Lead technical feedback for new products to ensure supportability and customer understanding
- Define success criteria, validation plans, and operational runbooks for new feature launches
- Develop 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 in direct customer interaction, incident response, and participation in a rotational after-hours on-call support cadence.
- 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.
- Ability to thrive in a fast-paced, dynamic work environment.
- Experience with fleet regulatory requirements for compliance.
- Develop or contribute to internal tools to significantly accelerate ticket resolution and trend analysis.
- Provide technical coaching and conduct case reviews for support engineers.
- Analyze device telemetry and fleet-level patterns using internal tools, translating raw data and logs into clear, actionable technical narratives.
- Serve as the final escalation point for intricate ELD compliance product for post-sales customers.
- Own the end-to-end lifecycle of complex product issues, coordinating possible issues and Jira tickets with R&D to drive timely fixes and stakeholder visibility.
- Support audits and inspections in collaboration with Escalations, Product, and Legal teams.
- Lead post-mortem analyses to identify root causes, systemic issues, key learnings, and actionable trends to drive continuous product improvement.
- Collaborate with Support and R&D teams to resolve customer issues and escalations, using support trend analysis to develop customer solutions.
- Define success criteria, validation plans, and operational runbooks for new feature launches, ensuring global support team readiness.
Benefits & Perks
Above-market total compensation through base salary, performance-based bonus, variable pay, and equity
Flexible, employee-led remote work model
Comprehensive health plans
Parental leave plans
Professional development stipend
Ready to Apply?
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