Senior Manager, Product Support Engineering

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 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, Equipment Monitoring, and Site Visibility. 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. 

Recent awards we’ve won include:

Great Place To Work Certified™ 2023

Best Place to Work by Built In 2023

Financial Times The Americas’ Fastest Growing Companies 2023

Deloitte Fast 500 Companies

IoT Analytics Company of the Year in 2022’s IoT Breakthrough Winners

We see a profound opportunity for data to improve the safety, efficiency, and sustainability of operations, and hope you consider joining us on this exciting journey. 

About the role:

As a Sr. Manager of Product Support Engineering reporting to Director, L3 Technical Support, you will grow, develop, and motivate a team of technical experts and supervise the day-to-day operations of your team. You will work across the Samsara. solution set, working hand in hand with the broader Technical Support, Engineering, and Product Management teams for fast resolution of complex technical issues with on-going proactive steps for reduced time to resolution, product supportability and ticket deflection. You will handle customer escalations related to product defects, and work with Support, Engineering, and other Samsara resources, to set and manage customer expectations as needed.

Day-to-day operations include facilitating the prioritization and resolution of defects, driving high customer satisfaction, spearheading engagement with cross-functional teams including Customer Success, Support managers, Software Development, and Hardware Engineering. The ultimate outcomes you will be contributing to are an unparalleled customer experience coupled with excellent efficiency and efficacy.

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 won’t be your last at Samsara. We set up our employees for success and have built a culture that encourages rapid career development, provides countless opportunities to experiment and master your craft in a hyper-growth environment.
• 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 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.

Click here to learn about what we value at Samsara.

In this role, you will:

• Provide guidance, mentorship, and support to a team of 12-15 Product Support Engineers (PSE) for handling complex technical issues related to Samsara products. Set performance expectations, conduct regular performance reviews, and facilitate professional development opportunities.
• Issues Resolution: Partner with Support, Sales and Customer Success to address customer feedback and drive high-priority escalated customer issues to resolution, while adhering to the contractual SLAs and internal OLAs pertaining to response and resolution times. Regularly review with engineering the adherence to the agreed upon defect resolution SLAs.
• Process Optimization and Efficiency: Continuously evaluate existing support processes and workflows related to both hardware and software components to identify areas for improvement and efficiency gains. Where possible, use data to identify and implement automation and self-service tools to improve issue resolution time, reduce repetitive tasks and decrease incoming ticket vol