Product Support Engineer

About the role:

Samsara Technologies India Private Limited is looking for an experienced support engineer to join our Global Technical Support organization as a Product Support Engineer - Safety. In this role you will be responsible for resolving mission-critical issues across the entire Safety solutions stack including full-stack firmware and hardware ensuring system reliability and performance. You will provide debugging failure analysis and design feedback to our Software Engineering teams with the primary goal of improving product quality to ensure world-class customer experience.

This role is a combination of troubleshooting and creative problem solving with a strong customer focus. We are looking for hands-on engineers who are passionate about Samsaras mission with an attitude to resolve issues with a sense of urgency.

This role will have a dotted line to the Support Director based in India and will require you to work from our Bengaluru office as needed to handle on-site training. You must reside within a 1.5 hour commuting distance from the office. Relocation assistance will not be provided for this role.

This is a hybrid position based in our Bengaluru office requiring you to participate in an on-call rotation schedule to triage and manage high-severity issues and outages.

You should apply if:

• You want to impact the industries that run our world: Your efforts will result in real-world 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 high-caliber team that will encourage you to do your best.

In this role you will:

• Identify and resolve cloud application issues for Samsara customers related to performance roles & permissions and reports
• Identify and resolve complex issues related to our Safety solution for post-sales customers across the mobile app dashboard and hardware products
• Analyze cloud data and logs to drive quality improvement
• Serve as a subject matter expert and educator to our global customer support team
• Analyze product support trends and partner with the R&D team to build a world-class customer solution
• Lead post-mortem analyses to identify learnings root causes systematic patterns that need attention improvement opportunities and relevant trends
• Collaborate with engineering teams to troubleshoot and resolve product issues ensuring swift recovery from customer-facing outages and maintaining system reliability
• Champion role model and embed Samsaras cultural values (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:

• Bachelors degree in computer science software engineering or related field
• 5 years of experience in a technical role supporting products within distributed systems utilizing a comprehensive solution stack across software and hardware with cross-functional collaboration
• Proficient in data analytics tools like Databricks and Tableau
• Experience with SQL and Python
• Prior technical support experience required
• Strong problem-solving skills
• Fluent in English with excellent communication and customer service skills
• Resourceful creative and able to form strong relationships with R&D and product team
• Able to work in a fast-paced environment
• Experience in direct customer interaction incident response and 24/7 on-call support is essential

An ideal candidate also has:

• 5 years of experience in product support software development or systems engineering for cloud based products
• Executive presence & communication - excellent written and verbal communication skills tailored to a senior leadership audience
• Ability to drive outcomes without authority - 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 - youre comfortable interfacing with engineers translating complex technical concepts into everyday language and working with SaaS systems
• Levelheadedness - youre self-assured and calm amidst high pressure situations
• Strong bias for action ability to deep-dive insistence on the highest standards and work in a hyper-growth environment with shifting priorities

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