Samsara is hiring a
Incident and Escalations Manager

Summary

Join Samsara's Global Technical Support organization as an Incident and Escalation Manager to provide individualized support with elevated care and urgency for customers, manage incidents, and develop processes.

Requirements

• 3+ years of incident management and/or escalation management experience in fast-paced software/technology environments (SaaS/PaaS/IoT)
• Demonstrated project management experience with an ability to influence stakeholders to achieve desired outcomes
• Exceptional judgment in high-pressure scenarios, and ability to make timely recommendations from both business and technical standpoints
• Demonstrated ability to communicate customer issues in a meaningful way to both technical and business audiences at various levels of seniority
• Excellent verbal, written, communication, and receptive listening skills
• Proven ability to build strong working relationships cross-functionally to drive effective teamwork and communication
• Experience working with ticketing systems such as Zendesk and Salesforce

Responsibilities

• Manage the lifecycle of an escalated incident including acting as the single point of contact for the customer and internal stakeholders
• Build strong working relationships with key stakeholders across Customer Success, Engineering, Product, and Sales, with a focus on fostering efficient collaboration and driving down resolution times
• Develop, implement, and coordinate key post-escalation processes such as post-incident reviews, post-mortems, trend evaluation, and other key continuous improvement activities in conjunction with the Support Operations team
• Establish and maintain escalation SOP’s in accordance with industry standards and best practices
• Build and monitor escalation KPIs and relevant reporting to ensure support continues to provide the best internal and customer experience possible for escalated incidents
• Drive and manage incident review meetings focused on critical/major escalations with senior executives
• 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

Preferred Qualifications

• 5+ years of Technical Support and/or Support Services related experience with a proven track record of delivering business value and improvement
• High levels of emotional intelligence (EQ), empathy, proactivity, and the ability to advocate for both clients and internal teams alike, continuously striving for mutually beneficial solutions
• Strong bias for action, ownership, ability to dive deep, and insistence on the highest standards
• Ability to work in a hyper-growth environment with shifting priorities
• Experience working with dashboard tools such as Zendesk Explore and Tableau

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