Product Support Engineer

About the role:

We are looking for an experienced Product Support Engineer to join our Global Technical Support organization. In this role you will be focused on solving mission critical postsales issues related to vehicle data and communications. A Product Support Engineer works with our customers Internal Support Team and Engineering team with the primary goal of improving product reliability to ensure a worldclass customer experience.

This role is a combination of CAN bus troubleshooting and creative problemsolving with a strong customer focus. We are looking for handson automotive experienced engineers who are passionate about Samsaras mission with a whatever it takes attitude to resolve issues with a sense of urgency.

This is a remote position open to candidates residing in the US except Alaska Austin Metro Boulder Metro California Chicago Metro Connecticut Dallas Metro Denver Metro Houston Metro Maryland Massachusetts New Jersey New York Rhode Island and Seattle Metro. You are expected to travel to customer locations 10 of the time. Relocation assistance will not be provided for this role.

You should apply if:

• You want to impact the industries that run our world: Your efforts will result in realworld impacthelping 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 wont 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.
• Youre 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 highcalibre team that will encourage you to do your best.

In this role you will:

• Perform postsales onsite HW troubleshooting of company critical issues including conducting analysis of field failures and identifying product quality and reliability risks.
• Proliferate lessons learned to R&D and Technical Support teams to incorporate feedback into new product designs and processes.
• Serve as a subject matter expert and educator to our Global Technical Support team.
• Support crossfunctional diagnostic coverage improvement projects by reverse engineering vehicle data.
• Present trends and themes of issues seen in the field to leadership and the crossfunctional technical team.
• Collaborate with internal teams (Sales Engineering HW Engineering Product Management Technical Support) and customers to prioritize opportunities for product improvement and drive corrective and preventative actions.
• Participate in a 24/7 outage rotation once per quarter.
• Champion role model and embed Samsaras 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:

• B.S. degree in Automotive Engineering Mechanical Engineering Electrical Engineering or similar field.
• 5 years of experience in a Technical Support Product Support Engineering or similar role.
• Experience with CAN and Data Acquisition Tools (CAN/J1939.
• Excellent communication customer service and interpersonal skills.
• Demonstrated resourcefulness creativity and problemsolving abilities.
• Ability to work in a fastpaced dynamic environment.
• Travel to customer locations for onsite investigations as needed 10 Travel).

An ideal candidate also has:

• FSAE or other automotive experience.
• Experience with querying languages (e.g. SQL) and scripting languages (e.g. Python).
• Experience working with data analytics tools such as Databricks and Tableau.