Technical Support and Operations Analyst

**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**:We are looking for a detail-oriented and proactive Support and Operations Analyst to join our Growth Product team. In this role, you will play a critical part in supporting and managing the day-to-day operations of our go-to-market systems, including our eCommerce Webstore, sales platforms, and internal tools for sellers. This position blends product support, operational monitoring, QA testing, and process improvement -ensuring high-quality user experiences and seamless internal workflows.- **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-calibre team that will encourage you to do your best.**In this role, you will**:**Product Support**- Offer support for go-to-market tools and platforms, delivering timely, pragmatic assistance to internal teams and external users.- Troubleshoot and resolve customer and sales representative issues, ensuring swift resolution and a positive experience.- Investigate and validate go-to-market data, resolving discrepancies and supporting ongoing data hygiene efforts.- Provide product usage guidance to cross-functional teams and stakeholders.- Identify recurring issues or themes and collaborate with product teams to inform roadmap decisions and drive improvements.**Process Improvements & Documentation**- Work with the product team to drive the evolution of support operations by designing scalable solutions, such as automation tools and chatbot workflows.- Identify opportunities to streamline recurring operational tasks—e.g., launching new Webstore products or onboarding new marketing campaigns—improving speed and reducing manual effort.- Maintain a robust knowledge base, including process documentation, product truths, and self-service resources for both internal users and customers.**Product Operations & Monitoring**- Conduct thorough functional testing and validation of product enhancements, feature launches, and bug fixes.- Build and improve dashboards that track system performance and product health; proactively set up alerts to detect anomalies and coordinate with engineering to investigate and resolve issues.- Champion, role model, and embed Samsara's cultural principles (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 this role**:- Bachelor's Degree or years of professional equivalent experience.- 4+ years of experience in a technical support, operations, or systems analyst role, ideally within a SaaS or technology environment.- Demonstrated ability to troubleshoot and navigate complex, technical systems and workflows.- Effective communicator with a collaborative mindset and strong interpersonal skills.- Proven ability to manage competing priorities and meet deadlines in a fast-paced environment.- Strong analytical and problem-solving abilities, with comfort interpreting operational data.- Experience with project and task management tools and methodologies.- Familiarity with platforms such as Salesforce, Stripe, Mixpanel, Datadog