Product Support Engineer
- Samsara Inc
- 5 - 7 years
- Bengaluru
- 7 days ago
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Job Description
Who We AreSamsara (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 youll help define the future of physical operations and be on a team thats 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, youll 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 Safety
In this role, you will be responsible for resolving mission-critical issues across the entire Safety solutions stack, including full-stack, firmware, and hardware, ensuring system reliability and performance
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, 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 Samsaras mission with an attitude to resolve issues with a sense of urgency, 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
Relocation assistance will not be provided for this role, 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, 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 wont 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, Youre 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
Identify and resolve complex issues related to our Safety solution for post-sales customers across the mobile app, dashboard, and hardware products
Analyze cloud data and logs to drive quality improvement
Serve as a subject matter expert and educator to our global customer support team
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
Collaborate with engineering teams to troubleshoot and resolve product issues, ensuring swift recovery from customer-facing outages and maintaining system reliability
Champion, role model, and embed Samsaras 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:
Bachelors degree in computer science, software engineering, or related field
5+ years of experience in a technical role supporting products within distributed systems, utilizing a comprehensive solution stack across software and hardware, with cross-functional collaboration
Proficient in data analytics tools like Databricks and Tableau
Experience with SQL 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:
5+ years of experience in product support, software development or systems engineering for cloud based products
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 youre comfortable interfacing with engineers, translating complex technical concepts into everyday language, and working with SaaS systems
Levelheadedness youre self-assured and calm amidst high pressure situations
Strong bias for action, ability to deep-dive, insistence on the highest standards and work in a hyper-growth environment with shifting priorities
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 and want to ensure 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 ac*******************g@sa****a, 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 individuals ability to secure and maintain the legal right to work at the company and in the specified work location, if applicable, Fraudulent Employment Offers
Samsara is aware of scams involving fake job interviews and offers
Please know we do not charge fees to applicants at any stage of the hiring process
Official communication about your application will only come from emails ending in ?@samsara,or ?@us-greenhouse-mail
io
For more information regarding fraudulent employment offers, please visit our blog post here, Show more Show less
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: OtherRole Category: OtherRole: OtherEmployement Type: Full timeContact Details:
Company: Samsara IncLocation(s): Bengaluru+ View Contact
Keyskills: Product Support Engineer
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Samsara Inc
Samsara is the pioneer of the Connected OperationsCloud, 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.
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