Who we are
Samsara (NYSE: IOT) is the pioneer of the Connected Operations™ Cloud, which is a platform that enables organizations that depend on physical operations to harness Internet of Things (IoT) data to develop actionable insights and improve their operations. At Samsara, we are helping improve the safety, efficiency and sustainability of the physical operations that power our global economy. Representing more than 40% of global GDP, these industries are the infrastructure of our planet, including agriculture, construction, field services, transportation, and manufacturing — and we are excited to help digitally transform their operations at scale.
Working at Samsara means you’ll help define the future of physical operations and be on a team that’s shaping an exciting array of product solutions, including Video-Based Safety, Vehicle Telematics, Apps and Driver Workflows, Equipment Monitoring, and Site Visibility. As part of a recently public company, you’ll have the autonomy and support to make an impact as we build for the long term.
About the role:
As a Manager of Product Support Engineering reporting to Senior Director, L3 Technical Support, you will grow, develop, and motivate a team of technical experts and supervise the day-to-day operations of your team. You will work across the Samsara solution set, working hand in hand with the broader Technical Support, Engineering, and Product Management teams for fast resolution of complex technical issues with ongoing proactive steps for faster resolution, product supportability, and ticket deflection. You will handle customer escalations related to product defects, and work with Support, Engineering, and other Samsara resources, to set and manage customer expectations as needed.
Day-to-day operations include facilitating the prioritization and resolution of defects, product supportability, driving high customer satisfaction, and spearheading engagement with cross-functional teams including Customer Success, Support 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.
This is a remote position open to candidates residing in the US.
You should apply if:
- You want to impact the industries that run our world: Your efforts will result in real-world impact—helping to keep the lights on, get food into grocery stores, reduce emissions, and most importantly, ensure workers return home safely.
- You are the architect of your own career: If you put in the work, this role won’t be your last at Samsara. We set up our employees for success and have built a culture that encourages rapid career development, countless opportunities to experiment and master your craft in a hyper growth environment.
- You’re energized by our opportunity: The vision we have to digitize large sectors of the global economy requires your full focus and best efforts to bring forth creative, ambitious ideas for our customers.
- You want to be with the best: At Samsara, we win together, celebrate together and support each other. You will be surrounded by a high-calibre team that will encourage you to do your best.
In this role, you will:
- Employee Excellence: Mentor and support a team of Product Support Engineers (PSEs), setting clear performance expectations, conducting reviews, and fostering career growth.
- Cross-Functional Collaboration: Work with teams across Support, R&D, Implementation, and Customer Success teams to resolve issues and proactively address customer pain points.
- Product Supportability & Quality: Drive strategies to address top ticket drivers and feedback; influence R&D prioritization through strong support advocacy.
- Issue Resolution: Lead escalations with cross-functional teams, ensuring SLA/OLA adherence and regular alignment with Engineering on defect timelines.
- Team Development: Hire and grow inclusive, high-performing teams across geographies.
- Process Optimization: Improve support workflows by identifying efficiency gains, automation opportunities, and self-service enhancements.
- Data & KPIs: Leverage data and KPIs to drive decisions that improve customer experience and product quality.
- On-Call Rotation: Participate in the Support Manager on-call rotation (~once every 6–8 weeks).
- Preventative Maintenance: Partner with Hardware Engineering to develop proactive monitoring and maintenance strategies.
- Staffing & Capacity: Plan staffing needs, upskill team members, and align resources with growth and business goals.
- Cultural Leadership: Champion and embody Samsara’s cultural principles as we scale globally.
Minimum requirements for the role:
- 5–7 years of experience in a technology company, including 3+ years in leadership roles within L3 Support, Sustaining Engineering, or Developer Support.
- Bachelor’s degree in Engineering, Computer Science, Information Systems or a related field.
- Proven ability to lead 8+ technical engineers (SMEs) across geographies, with strong cross-functional collaboration and influence on R&D.
- Background in hardware and software L3 support, preferably in telematics or IoT environments.
- Experience with connected hardware and cloud-based solutions using cellular, GPS, Bluetooth, and satellite technologies.
- Working knowledge of CAN protocols, OBD-II, J1939, and vehicle diagnostics in automotive or fleet management contexts.
- Familiarity with firmware, diagnostic tools, and embedded systems is a plus.
- Track record of influencing Product Supportability priorities through data analysis and customer feedback.
- Skilled in handling complex technical issues and escalations, identifying root causes, and driving resolution across Product, Engineering, and Support.
- Strategic thinker with the ability to define vision, drive KPIs/OKRs, and scale solutions effectively.
- Strong analytical and problem-solving skills, with a customer-first mindset and passion for operational excellence.
- Excellent collaborator with experience working across Support, Engineering, Product, and Sales to advocate for customers and influence product improvements.
An ideal candidate also has:
- MBA is a plus.
- Experience using AI to enhance diagnostics, automate insights, and reduce resolution time in complex support cases.
- Proven ability to stay focused and make sound decisions under pressure and tight deadlines.
- Strong communicator, effective across diverse stakeholders.
- Influential leader with the ability to align cross-functional teams.
- Skilled in hiring, developing, and retaining high-performing talent.
- Experience with Databricks or Tableau; ability to write SQL queries for data extraction and analysis is a plus.
At Samsara, we welcome everyone regardless of their background. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, gender, gender identity, sexual orientation, protected veteran status, disability, age, and other characteristics protected by law. We depend on the unique approaches of our team members to help us solve complex problems and want to ensure that Samsara is a place where people from all backgrounds can make an impact.
Benefits
Full time employees receive a competitive total compensation package along with employee-led remote and flexible working, health benefits, Samsara for Good charity fund, and much, much more. Take a look at our Benefits site to learn more.
Accommodations
Samsara is an inclusive work environment, and we are committed to ensuring equal opportunity in employment for qualified persons with disabilities. Please email [email protected] or click here if you require any reasonable accommodations throughout the recruiting process.
Flexible Working
At Samsara, we embrace a flexible working model that caters to the diverse needs of our teams. Our offices are open for those who prefer to work in-person and we also support remote work where it aligns with our operational requirements. For certain positions, being close to one of our offices or within a specific geographic area is important to facilitate collaboration, access to resources, or alignment with our service regions. In these cases, the job description will clearly indicate any working location requirements. Our goal is to ensure that all members of our team can contribute effectively, whether they are working on-site, in a hybrid model, or fully remotely. All offers of employment are contingent upon an individual’s ability to secure and maintain the legal right to work at the company and in the specified work location, if applicable.
Fraudulent Employment Offers
Samsara is aware of scams involving fake job interviews and offers. Please know we do not charge fees to applicants at any stage of the hiring process. Official communication about your application will only come from emails ending in ‘@samsara.com’ or ‘@us-greenhouse-mail.io’. For more information regarding fraudulent employment offers, please visit our blog post here.
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