Remote Manager, Technical Support Engineering

Summary

Join Samsara, the pioneer of the Connected Operations Cloud, and help define the future of physical operations. As a Technical Support Manager, you will lead a team of highly skilled engineers, manage customer satisfaction, and drive improvements in team-level metrics.

Requirements

• B.A./B.S. required, preferably in a technical or quantitative field (engineering, applied math, etc.)
• 10+ years of experience with 5+ years of leadership experience in technical support
• Experience working with all types/sizes of customers and able to represent the team internally and externally to senior management and executives

Responsibilities

• Directly manage a team of highly motivated Technical Support Engineers
• Be accountable for the performance of multiple support channels ensuring proper coverage of queues and productivity of the team
• Maintain a high degree of customer satisfaction with the Support Team while ensuring the team meets established SLA’s and working efficiently
• Partners with Senior Leadership to establish goals and objectives around customer satisfaction, organization efficiency, and employee engagement
• Produce reporting that demonstrates team effectiveness to support team, other departments, and Senior Leadership
• Review reports and operations to understand the success of the operation and propose and execute approved initiatives
• Successfully manage onboarding and continuous education for members of the team
• Manage interactions between with other departments to address issues and provide feedback related to customer feedback
• Mentor new hires as the organization grows quickly
• Develop and support career paths within the Support team and throughout the organization
• 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

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