engineering
Posted 1 weeks agoProduct Support Engineer III
at Samsara
Hybrid
You are nearing today's limit. Upgrade for unlimited access.
Responsibilities
- Lead structured, hypothesis‑driven investigations : define the problem, build reproducible cases, analyze logs and telemetry, and drive to clear root cause and mitigation across mobile clients, backend services, and configuration layers.
- Own customer and stakeholder communication for critical issues:
- Deliver customer‑ready narratives and post‑incident summaries suitable for senior audiences in EMEA and globally.
- Proactively identify patterns across customer tickets,and incidents to recommend and drive product and tooling improvements (e.g., improved logging, app‑state capture, diagnostics, in‑app surfaces, guardrails) that reduce future volume and time‑to‑resolution.
- Mentor and coach L2 engineers, raising the bar on Troubleshooting depth and documentation quality, Reproduction and scoping of issues, Escalation criteria and communication with engineering.
- Advocate for the voice of the customer in discussions with product and engineering, grounded in real data from escalations, patterns, and frontline feedback.
- Analyze device telemetry and fleet-level patterns using internal tools, translating raw data and logs into clear, actionable technical narratives.
Requirements
- 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.
- 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.
- experience in technical support, solutions engineering, or similar roles working directly with complex SaaS products; at least one major area of depth in mobile applications or fleet/telematics workflows .
- experience working directly with engineering and product : reading JIRA tickets/RFCs, validating hypotheses in lower environments, and influencing prioritization using data and customer impact.
- 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.
- Experience in the Telematics industry is a plus.
- Data Analysis skills; Databricks, Python, SQL and Tableau. #LI-hybrid Total Rewards
- All offers of employment are contingent upon an individual’s ability to secure and maintain the legal right to work at the company and in the specified work location, if applicable.
Experience
- B.S. in Computer Science, Engineering (Mechanical/Electrical), or other technical fields. 8+ years of
Benefits
- You’re 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.
- Our compensation program delivers above-market total compensation through a combination of base salary, performance-based bonus/variable pay, and equity (for eligible roles) in a high-growth public company.
- We meaningfully differentiate pay for our top performers, who have the opportunity to earn above-market compensation that can outpace the broader market over time.
- Beyond compensation, we provide the foundations that enable long-term success: a flexible, employee-led remote model, a professional development stipend, comprehensive health and parental leave plans, and more.
Contact
- Please email accessibleinterviewing@samsara.com or click here if you require any reasonable accommodations throughout the recruiting process.
- Official communication about your application will only come from emails ending in @samsara.com, @us-greenhouse-mail.io or @mail3.guide.co.
Additional details
- 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 you’ll help define the future of physical operations and be on a team that’s 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, you’ll have the autonomy and support to make an impact as we build for the long term. About the Role
- This role is ideal for a technical leader who thrives on solving highly complex mobile-related issues, with a strong focus on customer impact, operational workflows, and regulatory considerations.
- As a Product Support Engineer, Mobile Experience, you will serve as a senior technical escalation owner responsible for leading complex investigations end-to-end across Samsara’s mobile ecosystem.
- You will work cross-functionally with Engineering and Product teams to drive issue resolution, improve product quality, and influence roadmap decisions that enhance the reliability, compliance, and supportability of Samsara’s mobile applications.
- PSE III is a senior individual contributor role requiring strong technical depth, ownership, and leadership.
- You will be expected to set a high bar for technical investigations, mentor and guide L2 engineers, and take ownership of high-impact, multi-customer issues spanning multiple products and regions.
- 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.