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We are seeking an experienced Product Support Specialist 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.
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.
- Champion, role model, and embed Samsara's cultural principles as we scale globally and across new offices.
- 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 a 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 improving the safety, efficiency, and sustainability of physical operations that power our global economy.
As a Product Support Specialist at Samsara, you will be part of a team that is shaping the future of physical operations and developing innovative product solutions. You will have the autonomy and support to make an impact as we build for the long term.
