Samsara is hiring a
Product Support Engineer

Summary

Join Samsara's Global Technical Support organization as a Product Support Engineer and contribute to solving mission-critical issues across all Samsara hardware gateway products. As a remote position open to candidates based in Mexico, you will provide debugging, failure analysis, and design feedback to our Firmware and Hardware Engineering teams with the primary goal of improving product reliability to ensure a world-class customer experience.

Requirements

• B.S. degree in Electronics, Mechatronics or similar field
• Full professional fluency in English and Native level fluency in Spanish
• 2-3 years of experience in debugging electrical or automotive systems
• Excellent communication, customer service, and interpersonal skills
• Demonstrated resourcefulness, creativity, and problem-solving abilities
• Ability to work in a fast-paced dynamic environment
• Travel to customer locations for on-site investigations as needed (~10% travel)

Responsibilities

• Perform post-sales onsite HW troubleshooting of company critical issues including conducting analysis of field failures and identifying product quality and reliability risks
• Analyze product support trends and partner with the R&D team to build a world-class customer solution
• Serve as a subject matter expert and educator to our Global Technical Support team
• Lead post-mortem analyses to identify learnings, root causes, systematic patterns that need attention, improvement opportunities, and relevant trends
• Build world-class tools to automate manual processes, and develop SQL queries to accelerate investigations and analysis of issues
• Be part of a 24/7 on-call rotation schedule responsible for triaging outages
• 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

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