Technical Support Supervisor

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 youll help define the future of physical operations and be on a team thats shaping an exciting array of product solutions including Video-Based Safety Vehicle Telematics Apps and Driver Workflows and Equipment Monitoring. As part of a recently public company youll have the autonomy and support to make an impact as we build for the long term.

About the role:

As a Samsara The Supervisor Technical Support leads a team of frontline Technical Support Specialists responsible for resolving customer issues across phone email and chat. This role owns daytoday operations team performance and coaching ensuring high-quality timely support and an excellent customer experience.

This is a shift-based role aligned to US working hours including weekends and requires flexibility to work in a hybrid office setup. We are open to candidates currently based in Bengaluru as well as those willing to relocate; however relocation assistance will not be provided.

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:

• Team leadership & coaching
• Lead a team of 15 Technical Support Specialists
• Hold regular 1:1s provide realtime feedback and run formal performance reviews
• Support onboarding and continuous training on products tools and processes

• Operational management
• Monitor queues SLAs response/resolution times and adherence
• Plan and manage schedules shift rotations and timeoff to ensure coverage
• Manage daily standups and communicate priorities updates and changes

• Quality & escalations
• Review tickets/calls/chats for quality; identify trends and coach for improvement
• Act as the first point of escalation for complex or sensitive customer issues
• Ensure consistent documentation and use of knowledge base articles

• Process & collaboration
• Identify recurring issues and improvement opportunities in workflows and tools
• Partner with Product Engineering Customer Success and Operations to share customer feedback and drive fixes
• Contribute to build and maintain internal runbooks SOPs and FAQs

• Reporting & governance
• MaintainTrack and report team KPIs (e.g. CSAT SLA FCR AHT backlog)
• Ensure compliance with security privacy and company policies.
• Participate in hiring selection and promotion decisions for the team.

Minimum requirements for the role:

• 8 years in technical support or a similar customerfacing technical role
• 2-3 years of team lead/supervisory experience (formally or informally)
• Strong troubleshooting skills across software/SaaS network or hardware environments
• Clear confident communication skills (written and verbal) with customers and internal teams
• Experience working with ticketing/CRM tools (e.g. Zendesk Salesforce ServiceNow)
• Ability to work in a shiftbased environment (evenings/weekends/holidays if required)

An ideal candidate also has:

• Experience in B2B SaaS networking IoT telematics or similar technical domains
• Prior responsibility for KPIs such as CSAT SLA and productivity metrics
• Experience building or improving support processes playbooks or knowledge bases
• Familiarity with basic SQL APIs logs or monitoring tools for deeper troubleshooting
• Familiarity working with AI tools and building prompts.

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