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About the role:Are you a passionate and visionary support leader who thrives in a dynamic high-growth business? Are you a customer experience champion? Do you enjoy working in a highly technical environment? If so, we want you as the Director, Technical Support Engineering at Samsara. The Technical Support Engineering team is focused on making our customers successful by advocating on their behalf, resolving technical issues and challenges, and maintaining the high-quality, white-glove service they expect.
In this role, you will be responsible for delivering world-class 24x7, technical support experience to Samsara’s rapidly expanding mid-market and enterprise user-base, during a time of hyper-growth. This position requires a unique combination of technical support understanding in SaaS and equipment expertise. While there is an existing team of ~40, most of the scaling of this function is still ahead.
As a leader of Technical Support Engineering reporting to the Vice President of Global Customer Support, you will grow, develop and motivate a team of technical experts and lead day-to-day operations of your team. You will work across the Samsara solution set, working hand in hand with the broader Technical Support, Customer Success, Engineering, and Product Management teams. You will lead support teams organized by product specialty and focused on the fast resolution of complex technical issues. Your teams provide backline support to customers. You will handle escalations, work with our delivery partners and Samsara resources, track and facilitate follow-the-sun case handling and overall technical support day-to-day operations.
Day-to-day operations include facilitating the resolution of cases, driving high customer satisfaction, spearheading engagement with cross-functional teams including the Customer Success and Sales managers, Software Development, and Hardware Engineering. The ultimate outcomes you will be contributing to are an unparalleled customer experience coupled with excellent efficiency and efficacy. You will also be responsible for a higher level of service to Enterprise customers including first contact experience and ensuring white-glove experience.
You should apply if:
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In this role, you will:
Minimum requirements for the role:
Full Time
IT Outsourcing & Consulting
$172k-204k (estimate)
02/24/2024
04/27/2024
samsara.com
SAN FRANCISCO, CA
1,000 - 3,000
2015
Private
SANJIT BISWAS
$200M - $500M
IT Outsourcing & Consulting
Samsara develops and commercializes IoT-based fleet tracking, fuel management and driver safety telematic solutions for the transportation industry.
The job skills required for Director, Technical Support (L2) include Leadership, Collaboration, Coaching, Written Communication, Team Development, Coordination, etc. Having related job skills and expertise will give you an advantage when applying to be a Director, Technical Support (L2). That makes you unique and can impact how much salary you can get paid. Below are job openings related to skills required by Director, Technical Support (L2). Select any job title you are interested in and start to search job requirements.