Product Support Engineer

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:

We are looking for an experienced Compliance Product Support Engineer to join our Global Technical Support organisation. This role is designed for a technical leader who thrives on solving the most challenging escalations at the intersection of regulatory law IOT systems and data integrity.

Our customers rely on Samsara to comply with the workplace safety requirements established by the Department of Transportation (DoT/FMCSA) to help create a safer work environment for drivers and make it easier and faster to accurately track manage and share records of duty status (RODS) data. You will serve as the primary technical authority for the software components associated with the ELD compliance product. You are the critical bridge between our customers field teams and R&D ensuring that our product maintains 100% accuracy in recording Hours of Service (HOS) and Records of Duty Status (RODS).

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 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 energised by our opportunity: The vision we have to digitise 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 ELD compliance product for post-sales customers.
• Own the end-to-end lifecycle of complex product issues coordinating product issues and Jira tickets with R&D to drive timely fixes and clear stakeholder visibility.
• Analyse device telemetry and fleet-level patterns using internal tools translating raw data and logs into clear actionable technical narratives.
• Provide technical support for audits & inspections in collaboration with our Escalations Product and Legal teams
• Drive continuous product improvement by leading post-mortem analyses to identify root causes systemic issues key learnings and actionable trends.
• Collaborate with Support and R&D teams to resolve customer issues and escalations using support trend analysis to develop superior customer solutions.
• Lead technical feedback for new products to ensure supportability and ease of customer understanding.
• Define success criteria validation plans and operational runbooks for new feature launches ensuring global support team readiness.
• Develop or contribute to internal tools to significantly accelerate ticket resolution and trend analysis.
• Elevate the organisations technical expertise by providing technical coaching and conducting case reviews for support engineers.

Minimum requirements for the role:

• B.S. in Computer Science Engineering (Mechanical/Electrical) or other technical field.
• 6 years of experience in technical support field engineering or systems engineering specifically with distributed hardware-integrated products.
• Familiarity with ELD related rules and regulations.
• Excellent customer service and interpersonal skills coupled with the ability to influence individual contributors and leaders across the company.
• Excellent written and verbal communication skills you can speak at technical and conversational levels.
• Technical know-how - youre comfortable interfacing with engineers translating complex technical concepts into everyday language and working with SaaS systems.
• 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 participation in a rotational after-hours/on-call support cadence is essential.

An ideal candidate also has:

• Experience with fleet regulatory requirements for compliance.
• Experience in Telematics industry is a plus.
• Data Analysis skills; Python SQL and Tableau.