Manager, Product Support Engineering

Summary

Join Samsara as a Manager of Product Support Engineering and lead a team of technical experts, overseeing daily operations and collaborating with various teams to resolve complex technical issues. You will mentor and support your team, setting performance expectations and fostering career growth. This role involves driving strategies to improve product supportability, leading escalations, and optimizing support workflows. You will leverage data and KPIs to enhance customer experience and product quality, while also participating in on-call rotation and partnering with Hardware Engineering for proactive maintenance. This remote position requires strong leadership, analytical, and problem-solving skills, along with experience in hardware and software support within a technology company. Samsara offers a competitive compensation package and a flexible working model.

Requirements

• 5–7 years of experience in a technology company, including 3+ years in leadership roles within L3 Support, Sustaining Engineering, or Developer Support
• Bachelor’s degree in Engineering, Computer Science, Information Systems or a related field
• Proven ability to lead 8+ technical engineers (SMEs) across geographies, with strong cross-functional collaboration and influence on R&D
• Background in hardware and software L3 support, preferably in telematics or IoT environments
• Experience with connected hardware and cloud-based solutions using cellular, GPS, Bluetooth, and satellite technologies
• Working knowledge of CAN protocols, OBD-II, J1939, and vehicle diagnostics in automotive or fleet management contexts
• Track record of influencing Product Supportability priorities through data analysis and customer feedback
• Skilled in handling complex technical issues and escalations, identifying root causes, and driving resolution across Product, Engineering, and Support
• Strategic thinker with the ability to define vision, drive KPIs/OKRs, and scale solutions effectively
• Strong analytical and problem-solving skills, with a customer-first mindset and passion for operational excellence
• Excellent collaborator with experience working across Support, Engineering, Product, and Sales to advocate for customers and influence product improvements

Responsibilities

• Mentor and support a team of Product Support Engineers (PSEs), setting clear performance expectations, conducting reviews, and fostering career growth
• Work with teams across Support, R&D, Implementation, and Customer Success teams to resolve issues and proactively address customer pain points
• Drive strategies to address top ticket drivers and feedback; influence R&D prioritization through strong support advocacy
• Lead escalations with cross-functional teams, ensuring SLA/OLA adherence and regular alignment with Engineering on defect timelines
• Hire and grow inclusive, high-performing teams across geographies
• Improve support workflows by identifying efficiency gains, automation opportunities, and self-service enhancements
• Leverage data and KPIs to drive decisions that improve customer experience and product quality
• Participate in the Support Manager on-call rotation (~once every 6–8 weeks)
• Partner with Hardware Engineering to develop proactive monitoring and maintenance strategies
• Plan staffing needs, upskill team members, and align resources with growth and business goals
• Champion and embody Samsara’s cultural principles as we scale globally

Preferred Qualifications

• MBA is a plus
• Experience using AI to enhance diagnostics, automate insights, and reduce resolution time in complex support cases
• Proven ability to stay focused and make sound decisions under pressure and tight deadlines
• Strong communicator, effective across diverse stakeholders
• Influential leader with the ability to align cross-functional teams
• Skilled in hiring, developing, and retaining high-performing talent
• Experience with Databricks or Tableau; ability to write SQL queries for data extraction and analysis is a plus

Benefits

• Health benefits
• Samsara for Good charity fund
• Employee-led remote and flexible working