Product Support Engineer III
SamsaraRemote
Internship
Posted June 4, 2026
$114k - $174k· Est.
Climate Technology
Remote
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Job Description
At Samsara, we embrace a flexible working model that caters to the diverse needs of our teams.
Key Responsibilities
- We are looking for an experienced Mobile Product Support Engineer to join our Global Technical Support organization. This role is ideal for a technical leader who thrives on solving highly complex mobile-related issues, with a strong focus on customer impact, operational workflows, and regulatory considerations.
- As a Product Support Engineer, Mobile Experience, you will serve as a senior technical escalation owner responsible for leading complex investigations end-to-end across Samsara’s mobile ecosystem. You will work cross-functionally with Engineering and Product teams to drive issue resolution, improve product quality, and influence roadmap decisions that enhance the reliability, compliance, and supportability of Samsara’s mobile applications.
- PSE III is a senior individual contributor role requiring strong technical depth, ownership, and leadership. You will be expected to set a high bar for technical investigations, mentor and guide L2 engineers, and take ownership of high-impact, multi-customer issues spanning multiple products and regions.
- Act as primary L3/PSE owner for high‑impact and ambiguous mobile issues (Driver, Fleet, routing and dispatch flows; Asset Maintenance, Connected Workflows, mobile‑to‑cloud data mismatches)
- Lead structured, hypothesis‑driven investigations : define the problem, build reproducible cases, analyze logs and telemetry, and drive to clear root cause and mitigation across mobile clients, backend services, and configuration layers.
- Partner closely with engineering teams (Mobile Experience, Driver Management, Routing & Dispatch, Connected Workflows, Asset Maintenance, Compliance, Product Security) to Assess impact and risk, Prioritize fixes or mitigations, Influence roadmaps for reliability, observability, and operational guardrails .
- Own customer and stakeholder communication for critical issues:
- Proactively identify patterns across customer tickets,and incidents to recommend and drive product and tooling improvements (e.g., improved logging, app‑state capture, diagnostics, in‑app surfaces, guardrails) that reduce future volume and time‑to‑resolution.
- Contribute to and maintain internal runbooks, incident playbooks, and knowledge base content for mobile workflows, ensuring they reflect regional nuances (EMEA regulations, language support, rollout status).
- Mentor and coach L2 engineers, raising the bar on Troubleshooting depth and documentation quality, Reproduction and scoping of issues, Escalation criteria and communication with engineering.
- Advocate for the voice of the customer in discussions with product and engineering, grounded in real data from escalations, patterns, and frontline feedback.
- Analyze device telemetry and fleet-level patterns using internal tools, translating raw data and logs into clear, actionable technical narratives.
Requirements
- B.S. in Computer Science, Engineering (Mechanical/Electrical), or other technical fields.
- 8+ years of experience in technical support, solutions engineering, or similar roles working directly with complex SaaS products; at least one major area of depth in mobile applications or fleet/telematics workflows .
- Proven expertise troubleshooting mobile apps across Android and/or iOS , including device/OS constraints, network behavior, authentication flows, app configuration, and data synchronization with backend services.
- Strong debugging and root‑cause analysis skills : able to decompose ambiguous, multi‑system issues, quickly identify high‑leverage logs and signals, and drive toward a clear root cause and mitigation.
- Demonstrated experience working directly with engineering and product : reading JIRA tickets/RFCs, validating hypotheses in lower environments, and influencing prioritization using data and customer impact.
- Excellent written and verbal communication in English , comfortable presenting complex technical narratives to both engineers and non‑technical stakeholders (CSMs, Sales, customers, leadership) across regions.
- Strong ownership mindset and bias for action —able to lead investigations, make pragmatic decisions under time pressure, and follow through until issues are fully resolved and learnings are captured.
- Demonstrated strong resourcefulness, creativity, and problem-solving skills.
- Adaptability and ability to thrive in a fast-paced, dynamic work environment.
- Experience in direct customer interaction, incident response, and participation in a rotational after-hours/on-call support cadence is essential.
- Experience in the Telematics industry is a plus.
- Data Analysis skills; Databricks, Python, SQL and Tableau.
- #LI-hybrid
Benefits & Perks
- At Samsara, we build for the people who keep the global economy moving. We want owners, not passengers, which is why our rewards are designed to fuel high-impact builders. Our compensation program delivers above-market total compensation through a combination of base salary, performance-based bonus/variable pay, and equity (for eligible roles) in a high-growth public company. We meaningfully differentiate pay for our top performers, who have the opportunity to earn above-market compensation that can outpace the broader market over time.
- Beyond compensation, we provide the foundations that enable long-term success: a flexible, employee-led remote model, a professional development stipend, comprehensive health and parental leave plans, and more. If you’re ready to build for the long term and own the outcome, your journey starts here.
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