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 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.

About the role:

Samsara Technologies India Private Limited is looking for an experienced support engineer to join our Global Technical Support organization as a Product Support Engineer - Platform. In this role, you will be focused on solving mission critical issues across all Samsara cloud connected software products. You will provide debugging, failure analysis, and design feedback to our Software Engineering teams with the primary goal of improving product quality to ensure world-class customer experience. You will innovate on tools and automation that will simplify the customer product experience.

This role is a combination of troubleshooting and creative problem solving with a strong customer focus. We are looking for hands-on engineers who are passionate about Samsara’s mission with an attitude to resolve issues with a sense of urgency. This role will require 10-15% engagement on cellular issues as well.

This role will have a dotted line to the Support Director based in India and will require you to work from our Bengaluru office as needed to handle on-site training. You must reside within a 1.5 hour commuting distance from the office.

This is a hybrid position, based in our Bengaluru office, requiring you to participate in an on-call rotation schedule to triage and manage high-severity issues and outages.

This is a hybrid position requiring 3 days per week in our Bangalore office and 2 days working remotely. Relocation assistance will not be provided for this role.The candidate will be working in EMEA shift hours.

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, 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, 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: 

• Identify and resolve cloud application issues for Samsara customers related to performance, roles & permissions, and reports
• Analyze cloud data and logs to drive quality improvement
• Serve as a subject matter expert and educator to our global customer support team 
• Develop services and tools to create and improve workflows for technical support & simplify the customer experience
• Analyze product support trends and partner with the R&D team to build a world-class customer solution.
• Lead post-mortem analyses to identify learnings, root causes, systematic patterns that need attention, improvement opportunities, and relevant trends.
• Interface directly with cellular carriers on RCCAs for outages and close coverage gaps.
• Champion, role model, and embed Samsara’s cultural values (Focus on Customer Success, Build for the Long Term, Adopt a Growth Mindset, Be Inclusive, Win as a Team) as we scale globally and across new offices 

Minimum requirements for the role:

• Bachelor’s degree in computer science, software engineering, or related field.
• 6+ years in a technical role, preferably cross-functional.
• Proficient in data analytics tools like Databricks and Tableau.
• Experience with SQL, GraphQL, and Python.
• Prior technical support experience required.
• Strong problem-solving skills.
• Fluent in English with excellent communication and customer service skills.
• Resourceful, creative, and able to form strong relationships with R&D and product team.
• Able to work in a fast-paced environment.
• Experience in direct customer interaction, incident response, and 24/7 on-call support is essential.

An ideal candidate also has:

• 6+ years of experience in product support, software development or systems engineering for cloud based products 
• Experience interfacing directly with cellular carriers
• IoT, networking and wireless troubleshooting skills.
• Executive presence & communication - excellent written and verbal communication skills tailored to a senior leadership audience
• Ability to drive outcomes without authority - strong project management skills necessary to prioritize, delegate, and drive action across departments
• Operational urgency - you have hands-on experience delivering business results under tight timelines
• Technical know-how - you’re comfortable interfacing with engineers, translating complex technical concepts into everyday language, and working with SaaS systems
• Levelheadedness - you’re self-assured and calm amidst high pressure situations
• Strong bias for action, ability to deep-dive, insistance on the highest standards and work in a hyper-growth environment with shifting priorities

#LI-Hybrid

At Samsara, we welcome everyone regardless of their background. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, gender, gender identity, sexual orientation, protected veteran status, disability, age, and other characteristics protected by law. We depend on the unique approaches of our team members to help us solve complex problems. We are committed to increasing diversity across our team and ensuring that Samsara is a place where people from all backgrounds can make an impact.

Benefits

Full time employees receive a competitive total compensation package along with employee-led remote and flexible working, health benefits, Samsara for Good charity fund, and much, much more. Take a look at our Benefits site to learn more.

Accommodations 

Samsara is an inclusive work environment, and we are committed to ensuring equal opportunity in employment for qualified persons with disabilities. Please email accessibleinterviewing@samsara.com or click here if you require any reasonable accommodations throughout the recruiting process.

Flexible Working 

At Samsara, we embrace a flexible working model that caters to the diverse needs of our teams. Our offices are open for those who prefer to work in-person and we also support remote work where it aligns with our operational requirements. For certain positions, being close to one of our offices or within a specific geographic area is important to facilitate collaboration, access to resources, or alignment with our service regions. In these cases, the job description will clearly indicate any working location requirements. Our goal is to ensure that all members of our team can contribute effectively, whether they are working on-site, in a hybrid model, or fully remotely. 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.