Senior Technical Support Engineer

Summary

Join Samsara's Global Technical Support organization as a Tier 2 Technical Support Engineer! This remote position, open to candidates in the UK, France, Germany, Netherlands, or Poland, requires a strong technical background and proven customer-facing skills. You will resolve complex customer problems, collaborate with other engineers, and improve support processes. The ideal candidate possesses expertise in troubleshooting, root cause analysis, and data analysis tools. You will contribute to product improvement by providing feedback and actively participate in knowledge base development. This role offers opportunities for career growth within a rapidly expanding company.

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, you can speak both Engineer and Human
• 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

• Develops expertise in testing, analysis, and relevant product and technical domains
• Build & develop troubleshooting tools either independently or through partnership with L3 team e.g. build solution on top of Databricks
• Troubleshoot and resolve customer issues with medium to high complexity
• Synthesizes broad and deep Customer understanding to prioritize, engage & close out effectively
• Models 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 what they know about other Product Areas
• Consistently demonstrates beyond the fix to prevent future problems
• Maps data gathering to specific Customer profiles to gauge
• Solves complex and diverse problems where analysis requires in-depth evaluation of factors with imaginative and innovative troubleshooting and experimentation (Problems may be previously unknown)
• Exceeds expectations when workload is high and/or consistently faced with advanced complexity
• A focus on key individual performance measures (e.g. Productivity, CSAT, QA, Backlog etc.)
• Creates positive, impactful changes to one's Team through quality collaboration, communication & leadership
• Proactively assists other Support & Engineering teams beyond problem resolution
• Effectively interacts with the wider Support team to solve complex problems
• Identifies serviceability issues (HW/SW) and drives resolution of the issues with Engineering and other parts of the organization
• Consistently driving proactive process engagement across working groups (TSE, MGMT, PSE, HWE)
• Coaches others and uses 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 mentors and develops 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 is a big plus
• 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