Job Description
The role involves supporting and troubleshooting Samsara's Safety solutions across hardware, firmware, and software, ensuring system reliability, analyzing data for quality improvements, and collaborating with engineering teams to enhance product performance and customer experience.
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 for post-sales customers.
- Analyze cloud data and logs to identify quality improvements and systematic patterns.
- Serve as a subject matter expert and educator to the global customer support team.
- Lead post-mortem analyses to identify root causes, learnings, 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
- 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
- Minimum of 5 years of experience in product support, software development, or systems engineering for cloud-based products
- Excellent written and verbal communication skills tailored to a senior leadership audience
- Ability to drive outcomes without authority, with strong project management skills 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 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
Full-time employment with above-market total compensation package
Employee-led remote and flexible working options
Health benefits
Samsara for Good charity fund
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