Product Support Engineer

Summary

Join Samsara's Global Technical Support organization as a Product Support Engineer. You will troubleshoot mission-critical vehicle data and communication issues, working with customers and internal teams. This role combines CAN bus troubleshooting and problem-solving with a strong customer focus. The position is remote (with 10% travel) and open to candidates in the US (excluding specified areas). You'll impact industries that power our world, develop your career, and be part of a high-caliber team. Relocation assistance is not provided.

Requirements

• B.S. degree in Automotive Engineering, Mechanical Engineering, Electrical Engineering, or similar field
• 5+ years of experience in a Technical Support, Product Support Engineering or similar role
• Experience with CAN and Data Acquisition Tools (CAN/J1939)
• 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
• Proliferate lessons learned to R&D and Technical Support teams to incorporate feedback into new product designs and processes
• Serve as a subject matter expert and educator to our Global Technical Support team
• Support cross-functional diagnostic coverage improvement projects by reverse engineering vehicle data
• Present trends and themes of issues seen in the field to leadership and the cross-functional technical team
• Collaborate with internal teams (Sales Engineering, HW Engineering, Product Management, Technical Support) and customers to prioritize opportunities for product improvement and drive corrective and preventative actions
• Participate in a 24/7 outage rotation once per quarter
• 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

• FSAE or other automotive experience
• Experience with querying languages (e.g. SQL) and scripting languages (e.g. Python)
• Experience working with data analytics tools such as Databricks and Tableau

Benefits

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