Director, Technical Support

Summary

Join Samsara as the Director, Technical Support Engineering (Level 1) and lead a team of 120+ support agents, engineers, and managers. You will be responsible for delivering world-class 24x7 technical support to mid-market and enterprise users. This role requires a strong background in SaaS and equipment expertise, along with experience scaling support organizations. You will hire, develop, and motivate your team, while also optimizing processes and improving customer satisfaction. The position is remote, open to US candidates outside of specific metro areas. Samsara offers a competitive compensation package and benefits.

Requirements

• 10+ years of leadership experience in Technical Support, Engineering, or Operations environment at Senior Manager or Director level
• Experience managing multiple managers and senior managers across time zones and 175+ people organizations
• Proven ability to take support organizations through rapid growth and expansion
• Experience managing mid-market and enterprise support teams in a highly technical environment
• A strategic thinker, able to come up with out-of-the-box solutions at scale
• Strong analytical, data-driven, problem-resolution, and decision-making skills
• Experience creating and implementing scalable standard operating procedures, performance metrics, and feedback mechanisms
• Experience in handling highly visible escalations and working cross-functionally with the Product, Sales, and Customer Success teams to resolve
• Strong operational excellence skills to drive effective execution of the team’s vision and operational metrics

Responsibilities

• Spearhead and scale the current team of 120+ remote and in-office support agents, engineers, and managers, across multiple time zones
• Drive resolution on technical issues affecting our customers in coordination with Product, Sales, and Customer Success, while adhering to the contractual SLA’s and internal OLA’s on response and resolution times
• Hire, develop, and direct inclusive, engaged, and high-performing teams across several geographies
• Deliver exceptional customer satisfaction by meeting and exceeding all operational and company CSAT targets
• Improve CSAT and NPS by ensuring customer health insights are delivered to Product Management, Engineering, Sales, and Customer Success
• Adapt and implement tools, metrics, and processes to enhance customer experiences and improve efficiency
• Conduct reviews to accelerate the closure of support cases and to identify case-handling issues by providing direct feedback to engineers and management
• Assess existing processes and innovate by working closely with Support to optimize case handling
• Measure, maintain, and improve support delivery processes to increase efficiency and provide a world-class customer experience
• Conduct capacity planning, identify staffing requirements, and uplevel existing team’s skills to meet business goals and company growth
• Conduct data investigation and derive performance insights from KPIs to drive decision making that improves customer experience and product quality
• Use data to identify automation opportunities to eliminate problems or make them easier to resolve
• Partner with Sales and Customer Success to address customer feedback and drive high-priority escalated customer issues to resolution
• 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
• Hire, develop and lead an inclusive, engaged, and high performing team

Preferred Qualifications

• BS in Engineering (Computer Science, Information Systems, or related field), MBA is a plus
• Combination of hardware/equipment and cloud-based product experience
• Ability to proactively identify risks and dependencies and put in place plans to mitigate them
• Adaptability, flexibility, and the conviction to “do the right thing” under stress, high tension, and tight deadlines
• Strong verbal and written communication skills to be effective at collaborating with a wide variety of individuals
• Ability to influence others, including those outside of the immediate team
• Must be a strong leader with the ability to attract, motivate, retain and develop people
• Experience in multiple CRM platforms (e.g. Zendesk, Salesforce) with a drive to leverage the platform to drive operational efficiency

Benefits

• Competitive total compensation package
• Employee-led remote and flexible working
• Health benefits
• Samsara for Good charity fund