Job Description
A Product Support Engineer specializing in Safety Cameras at Samsara, responsible for troubleshooting complex hardware, firmware, and AI-driven edge computing issues, ensuring product reliability, and collaborating with R&D to improve hardware support and performance.
Key Responsibilities
- Serve as the final escalation point for complex hardware and firmware issues, managing investigations from triage to root cause resolution.
- Conduct comprehensive debugging across hardware, firmware, gateways, and AI/ML pipelines.
- Analyze device telemetry and fleet data to identify patterns and translate logs into actionable insights.
- Lead post-mortem analyses to determine root causes, systemic issues, and key learnings for product improvement.
- Collaborate with R&D to develop support strategies for new hardware and ensure supportability before release.
- Define success criteria, validation plans, and operational procedures for hardware launches and support readiness.
- Lead on-site technical investigations and manage beta deployments in demanding environments.
- Develop or contribute to internal diagnostic tools to accelerate troubleshooting and trend analysis.
- Provide technical coaching and conduct case reviews to elevate support team expertise.
Requirements
- Bachelor of Science (B.S.) degree in Automotive Engineering, Mechanical Engineering, Electrical Engineering, or a similar field.
- Six (6) years of experience in technical support, field engineering, or systems engineering, specifically with distributed, hardware-integrated products.
- Proficiency using diagnostic tools such as multimeter, oscilloscope, power supply, CAN LIN analyzers.
- Strong understanding of electrical fundamentals including voltage, current, resistance, grounding, and signal integrity.
- Deep knowledge of automotive or industrial electrical systems, including 12V and 24V architectures, ignition signals, and fusing.
- Exceptional ability to translate complex technical concepts, including firmware or AI behaviors, into clear, professional explanations for diverse audiences, from customers to executives.
- Demonstrated strong resourcefulness, creativity, and problem-solving skills.
- Ability to thrive in a fast-paced, dynamic work environment.
- Experience in direct customer interaction, incident response, and 24/7 on-call support.
- Willingness to travel to customer locations for on-site investigations as needed, approximately 25% of the time.
Benefits & Perks
Competitive total compensation package
Employee-led remote and flexible working
Health benefits
Flexible working model (remote, hybrid, or in-office options)
Ready to Apply?
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