Product Support Engineer – Cameras

About the role:

We are looking for an experienced Product Support Engineer to join our Global Technical Support organization with a primary focus on Safety Cameras. This role is designed for a technical leader who thrives on solving the most challenging escalations at the intersection of hardware firmware and AI-driven edge computing.

You will serve as a critical bridge between our customers field teams and R&D ensuring that our hardware productsranging from dash cameras to complex multi-camera architecturesoperate with maximum reliability in the field.

This is a remote role open to candidates residing in Canada.

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:

• Serve as the final escalation point for intricate hardware and firmware issues managing complex investigations from initial triage to definitive root cause resolution.
• Conduct comprehensive end-to-end debugging across the entire stack including hardware components firmware gateways and AI/ML pipelines.
• Analyze device telemetry and fleet-level patterns using internal tools translating raw data and logs into clear actionable technical narratives.

• Drive continuous product improvement by leading post-mortem analyses to identify root causes systemic issues key learnings and actionable trends.
• Collaborate closely with the R&D team using support trend analysis to develop superior customer solutions.
• Lead technical feedback for new hardware to ensure supportability and meet installation requirements well before general availability.

• Define success criteria validation plans and operational runbooks for new hardware launches ensuring global support team readiness.
• Lead on-site technical investigations and manage beta deployments for next-generation hardware often in demanding environments.
• Develop or contribute to internal diagnostic tools to significantly accelerate ticket resolution and trend analysis.

• Elevate the organizations technical expertise by providing technical coaching and conducting case reviews for support engineers.

Minimum requirements for the role:

• Bachelor of Science (B.S.) degree in Automotive Engineering Mechanical Engineering Electrical Engineering or similar field.
• 6 years of experience in technical support field engineering or systems engineering specifically with distributed hardware-integrated products.
• Proficiency using diagnostic tools (multimeter oscilloscope power supply CAN/LIN analyzers).
• Strong understanding of electrical fundamentals: voltage current resistance grounding signal integrity.
• Deep knowledge of automotive or industrial electrical systems (12V/24V architectures ignition signals fusing).
• Exceptional ability to translate complex technical concepts including firmware or AI behaviors into clear professional explanations for diverse audiences from customers to executives.
• Demonstrated strong resourcefulness creativity and problem-solving skills.
• Adaptability and ability to thrive in a fast-paced dynamic work environment.
• Experience in direct customer interaction incident response and 24/7 on-call support is essential.
• Willingness to travel to customer locations for on-site investigations as needed (approximately 25% travel).

An ideal candidate also has:

• Prior experience with video safety systems automotive electronics or complex camera architectures.
• Automotive or heavy equipment experience.
• Electro-mechanical systems expertise.
• Data Analysis skills; Python SQL and Tableau.

Required Experience:

IC