Product Support Engineer, Connected Driver
Who We Are Samsara is the pioneer of the Connected Operations Cloud, which allows businesses that depend on physical operations to harness IoT (Internet of Things) data to develop actionable business insights and improve their operations. Samsara operates in North America and Europe and serves more than 20,000 customers across a wide range of industries including transportation, wholesale and retail trade, construction, field services, logistics, utilities and energy, government, healthcare and education, manufacturing and food and beverage. Our team has raised $930M from Andreessen Horowitz, General Catalyst, Tiger Global, Dragoneer, AllianceBernstein Holding LP, Franklin Templeton, General Atlantic, Sands Capital Management and Warburg Pincus LLC. At Samsara, we welcome all. All sizes, colors, cultures, sexes, beliefs, religions, ages, people. 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. About the role: Product Support Engineering is a team of customer focused product experts who bridge the Samsara customer experience to the internal teams at Samsara. We engage with customers, we work to understand and resolve their technical issues, we dive deeply into product quality and usability, and disseminate the knowledge we have gathered via trainings, reporting, and product feedback. In this role, you will: • Identify and resolve ELD compliance related issues for post-sales customers • Project manage our response to complex technical escalations, acting as the single point of contact to ensure stakeholders are in the loop • Provide regular technical issue updates to Samsara’s executive leadership team • Lead post-mortem analyses to identify learnings, root cause, systematic patterns that need attention, improvement opportunities and relevant trends • Work closely with engineering to reproduce bugs and build testbeds as necessary • Serve as a subject matter expert and educator to our global customer support team • Champion, role model, and embed Samsara’s cultural principles (Obsess Over the Customer, Build for the Long Term, Growth Mindset) as we scale globally and across new offices Minimum requirements for the role: • 2-5 years of experience in a highly regulated environment or working on a highly regulated product • 1-3 years of experience in a technical support role • Bachelor’s degree or higher An ideal candidate also has: • Familiarity with ELD related rules and regulations • Experience working with law enforcement Benefits Working at Samsara has its perks: for all full-time global employees, we provide private medical and dental insurance plus growth and development opportunities, as well as regular virtual team and company events. In the US we offer flexible vacation time, EMEA employees receive 25 vacation days plus national bank holidays. Post-COVID we’ll be back in our global offices with numerous in-office perks. Accommodations Samsara is an inclusive work environment, and we are committed to ensuring equal opportunity in employment for qualified persons with disabilities. Please let us know if you require any reasonable accommodations for your interview (e.g., sign language interpreters, reading assistance, facility access, device or equipment modification, etc.) Regarding COVID-19 Samsara's offices are beginning to reopen for voluntary return. Reopening timelines will be communicated by region based on region-specific guidelines. Phase 3 ('New Normal') will begin no earlier than January 2022. Our primary concern is for the health and well-being of our employees as well as candidates. We have transitioned all interviews and onboarding to be conducted virtually via Zoom video conferencing. Employees are able to work from countries and states where Samsara is a registered entity through December 2021. All employees are expected to return to our offices when they reopen with the exception of field-based and fully remote roles. If you have any questions or concerns before applying, feel free to contact us at [email protected]. Apply tot his job