About the role:

Product Support Engineering is a team of customer-focused product experts who bridge the Samsara customer experience to the internal teams at Samsara. We engage with customers, we work to understand and resolve their technical issues, we dive deeply into product quality and usability, and disseminate the knowledge we have gathered via training, reporting, and product feedback.

This role combines troubleshooting and creative problem-solving with a strong customer focus. We are looking for hands-on engineers passionate about Samsara’s mission with a “whatever it takes” attitude to resolve issues with a sense of urgency.

This role is fully remote in the US.

You should apply if:

• You want to impact the industries that run our world: The software, firmware, and hardware you build will result in real-world impact—helping to keep the lights on, get food into grocery stores, and most importantly, ensure workers return home safely.
• You want to build for scale: With over 2.3 million IoT devices deployed to our global customers, you will work on a range of new and mature technologies driving scalable innovation for customers across industries driving the world's physical operations.
• You are a life-long learner: We have ambitious goals. Every Samsarian has a growth mindset as we work with a wide range of technologies, challenges, and customers that push us to learn on the go.
• You believe customers are more than a number: Samsara engineers enjoy a rare closeness to the end user and you will have the opportunity to participate in customer interviews, collaborate with customer success and product managers, and use metrics to ensure our work is translating into better customer outcomes.
• You are a team player: Working on our Samsara Engineering teams requires a mix of independent effort and collaboration. Motivated by our mission, we’re all racing toward our connected operations vision, and we intend to win—together.

Click here to learn about what we value at Samsara.

In this role, you will:

• Identify and resolve complex API & partner integration issues for post-sales customers
• Project manage our response to complex technical escalations, acting as the single point of contact to ensure stakeholders are in the loop
• Provide regular technical issue updates to Samsara’s executive leadership team
• Lead post-mortem analyses to identify learnings, root causes, systematic patterns that need attention, improvement opportunities, and relevant trends
• Work closely with engineering to reproduce bugs and build testbeds as necessary
• Serve as a subject matter expert and educator to our global customer support team
• Be in an on-call rotation with your peers every few weeks
• Champion, role model, and embed Samsara’s cultural principles (Focus on Customer Success, Build for the Long Term, Adopt a Growth Mindset, Be Inclusive, Win as a Team) as we scale globally and across new offices

Minimum requirements for the role:

• Bachelor’s degree or higher in a technical discipline, such as computer science or software engineering
• 6 years of experience in a technical role, preferably in a cross-functional capacity
• Familiarity with data analytics tools such as Databricks and Tableau
• Experience with querying languages (e.g., SQL) and scripting languages (e.g., Python)
• Strong problem-solving skills
• Excellent communication, customer service, and interpersonal skills 
• Demonstrated resourcefulness, creativity, and problem-solving abilities
• Ability to work in a fast-paced dynamic environment
• This position requires the candidate to be in an On-call rotation
• Bi-lingual, English, and Spanish are a plus

An ideal candidate also has:

• Experience with C/C or similar programming languages
• Demonstrated understanding of API mechanisms, including proficiency in retrieving and manipulating data through API endpoints
• Knowledge of front-end and back-end development
• The ability to troubleshoot distributed systems and understand system boundaries to help isolate where problems could be occurring
• Executive presence & communication - you have excellent written and verbal communication skills tailored to a senior leadership audience
• Ability to drive outcomes without authority - you have the strong project management skills necessary to prioritize, delegate, and drive action across departments
• Operational urgency - you have hands-on experience delivering business results under tight timelines
• Technical know-how - you’re comfortable interfacing with engineers, translating complex technical concepts into everyday language, and working with SaaS systems
• Levelheadedness - you’re self-assured and calm amidst high-pressure situations