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Job Description
The role involves providing technical support for Samsara's Safety solutions, troubleshooting hardware, firmware, and software issues, and collaborating with engineering teams to improve product quality and system reliability, ultimately ensuring customer success and safety.
Key Responsibilities
- Resolve mission-critical issues across Safety solutions stack, including full-stack, firmware, and hardware.
- Provide debugging, failure analysis, and design feedback to software engineering teams to improve product quality.
- Troubleshoot and resolve cloud application issues related to performance, permissions, and reports.
- Analyze cloud data and logs to identify quality improvements and systemic patterns.
- Serve as a subject matter expert and educator to the global customer support team.
- Lead post-mortem analyses to identify root causes and improvement opportunities.
- Collaborate with engineering teams to troubleshoot and resolve product issues ensuring system reliability.
Requirements
- Bachelor's degree in computer science, software engineering, or related field
- 8 years of experience in a technical role supporting products within distributed systems, utilizing a comprehensive solution stack across software and hardware, with cross-functional collaboration
- Expertise in data analytics tools like Databricks and Tableau
- Experience with SQL and Python
- Prior technical support experience required
- Strong problem-solving skills
- Fluent in English with excellent communication and customer service skills
- Resourceful, creative, and able to form strong relationships with R D and product teams
- Able to work in a fast-paced environment
- Experience in direct customer interaction, incident response, and 24/7 on-call support
- AI fluency with experience in any of the following: cursor, Glean AI assistant, Gemini Gems, ChatGPT
- Ability to identify and resolve cloud application issues related to performance, roles permissions, and reports for Samsara customers
- Ability to analyze cloud data and logs to drive quality improvement
- Ability to serve as a subject matter expert and educator to the global customer support team
- Ability to analyze product support trends and partner with R D to build a world-class customer solution
- Experience leading post-mortem analyses to identify root causes, systematic patterns, and improvement opportunities
- Ability to collaborate with engineering teams to troubleshoot and resolve product issues, ensuring swift recovery from customer-facing outages and maintaining system reliability
- Ability to participate in an on-call rotation to triage incidents
- Excellent written and verbal communication skills tailored to a senior leadership audience
- Strong project management skills necessary to prioritize, delegate, and drive action across departments
- Hands-on experience delivering business results under tight timelines
- Comfort interfacing with engineers, translating complex technical concepts into everyday language, and working with SaaS systems
- Self-assured and calm demeanor amidst high-pressure situations
- Strong bias for action, ability to deep-dive, insistence on the highest standards, and ability to work in a hyper-growth environment with shifting priorities
Benefits & Perks
Above market total compensation package
Employee-led remote and flexible working
Health benefits
Samsara for Good charity fund
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