Principal Technical Support Engineer

Summary

Join Samsara's Global Technical Support team as a Technical Support Engineer! You will provide world-class hardware and software support to customers, resolving complex issues and collaborating with other engineers. This remote position, open to candidates in the UK, France, Germany, Netherlands, or Poland, requires a strong technical background and excellent communication skills. You'll develop troubleshooting tools, build knowledge base articles, and provide product feedback. This role offers opportunities for career growth and impact within a rapidly expanding company. Samsara offers a competitive compensation package and flexible working arrangements.

Requirements

• B.S. in Computer Science, Engineering (Mechanical/Electrical), or other Technical Field
• Significant relevant work experience operating at a similar level
• Excellent written and verbal communication skills
• Strong bias for action, ability to dive deep, and insistence on the highest standards
• Ability to work in a hyper-growth environment with shifting priorities
• Willingness to work flexible hours during nights and weekends as required

Responsibilities

• Resolve complex customer problems
• Improve support across all teams
• Collaborate with other support engineers
• Develop partnerships to reproduce bugs and build testbeds
• Manage tickets
• Build knowledge base articles
• Provide product feedback to Engineering and PM teams
• Develop expertise in testing, analysis, and relevant product and technical domains
• Build & develop troubleshooting tools independently or through partnership with L3 team
• Use methodologies/tools for Troubleshooting / Root Cause Analysis (RCA) & process/documentation (Databricks, GraphQL, Postman, SQL, etc.)
• Build repeatable Queries for oneself and team
• Synthesize broad and deep Customer understanding to prioritize, engage & close out effectively
• Model a sense of urgency and commitment to deliver results by constantly educating and enabling the Customer by participating in engagements (webinars, blogs, conferences, etc.)
• Suggest alternative solutions to customer problems based on knowledge of other Product Areas
• Consistently demonstrate solutions to prevent future problems
• Map data gathering to specific Customer profiles to gauge
• Solve complex and diverse problems where analysis requires in-depth evaluation of factors with imaginative and innovative troubleshooting and experimentation
• Exceed expectations when workload is high and/or consistently faced with advanced complexity
• Focus on key individual performance measures (e.g., Productivity, CSAT, QA, Backlog, etc.)
• Create positive, impactful changes to one's Team through quality collaboration, communication & leadership
• Use technical knowledge and product expertise to troubleshoot and resolve customer issues with medium to high complexity
• Proactively assist other Support & Engineering teams beyond problem resolution
• Effectively interact with the wider Support team to solve complex problems
• Identify serviceability issues (HW/SW) and drive resolution of the issues with Engineering and other parts of the organization
• Consistently drive proactive process engagement across working groups (TSE, MGMT, PSE, HWE)
• Coach others and use advanced knowledge of issues, trends, and patterns, and the customer experience to participate in proactive engagements with PSE/Engineering teams to define author requirements, documentation and other work assignment details for use internally and externally
• Actively mentor and develop others
• Provide direct feedback to Support Management for product and process improvements to help enhance the customer experience
• 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

• Experience with industrial systems, electronics, tinkering with cars or IoT devices, or similar hands-on work
• Willingness to learn or enthusiasm for hardware based solutions
• Understanding of Jira
• Demonstrated Mastery for a whole Solution Group

Benefits

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