Product Support Engineer
hace 1 mes
We are seeking an experienced Product Support Engineer to join our Global Technical Support organization. In this role, you will be focused on solving mission-critical issues across all Samsara hardware gateway products. Your primary goal will be to improve product reliability and ensure a world-class customer experience.
Key Responsibilities- Perform post-sales onsite HW troubleshooting of company critical issues, including conducting analysis of field failures and identifying product quality and reliability risks.
- Analyze product support trends and partner with the R&D team to build a world-class customer solution.
- Serve as a subject matter expert and educator to our Global Technical Support team.
- Lead post-mortem analyses to identify learnings, root causes, systematic patterns that need attention, improvement opportunities, and relevant trends.
- Build world-class tools to automate manual processes and develop SQL queries to accelerate investigations and analysis of issues.
- Be part of a 24/7 on-call rotation schedule responsible for triaging outages.
- B.S. degree in Electronics, Mechatronics, or a similar field.
- Full professional fluency in English and native-level fluency in Spanish.
- 2-3 years of experience in debugging electrical or automotive systems.
- Excellent communication, customer service, and interpersonal skills.
- Demonstrated resourcefulness, creativity, and problem-solving abilities.
- Ability to work in a fast-paced dynamic environment.
- Travel to customer locations for on-site investigations as needed (~10% travel).
- Automotive or heavy equipment experience.
- Electro-mechanical systems expertise.
- Data Analysis skills; Python, SQL, and Tableau.
Samsara is the pioneer of the Connected Operations Cloud, a platform that enables organizations to harness Internet of Things (IoT) data to develop actionable insights and improve their operations. 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.
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.
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