Product Support Engineer

2 weeks ago

Bengaluru, India Samsara Inc Full time

Job Description In this role, you will: Identify and resolve cloud application issues for Samsara customers related toperformance, roles & permissions, and reports - Identify and resolve complex issues related to our Safety solution for post-sales customers across the mobile app, dashboard, and hardware products - Analyze cloud data and logs to drive quality improvement - Serve as a subject matter expert and educator to our global customer support team - Analyze product support trends and partner with the R&D team to build a world-class customer solution - Lead post-mortem analyses to identify learnings, root causes, systematic patterns that need attention, improvement opportunities, and relevant trends - Collaborate with engineering teams to troubleshoot and resolve product issues, ensuring swift recovery from customer-facing outages and maintaining system reliability - Champion, role model, and embed Samsara s cultural values (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 Minimum requirements for the role: - Bachelor s degree in computer science, software engineering, or related field - 5+ years of experience in a technical role supporting products within distributed systems, utilizing a comprehensive solution stack across software and hardware, with cross-functional collaboration - Proficient in data analytics tools like Databricks and Tableau - Experience with SQL and Python - Prior technical support experience required - Strong problem-solving skills - Fluent in English with excellent communication and customer service skills - Resourceful, creative, and able to form strong relationships with R&D and product team - Able to work in a fast-paced environment - Experience in direct customer interaction, incident response, and 24/7 on-call support is essential An ideal candidate also has: - 5+ years of experience in product support, software development or systems engineering for cloud based products - Executive presence & communication - excellent written and verbal communication skills tailored to a senior leadership audience - Ability to drive outcomes without authority - strong project management skills necessary to prioritize, delegate, and drive action across departments - Operational urgency - you have hands-on experience delivering business results under tight timelines - Technical know-how - you re comfortable interfacing with engineers, translating complex technical concepts into everyday language, and working with SaaS systems - Levelheadedness - you re self-assured and calm amidst high pressure situations - Strong bias for action, ability to deep-dive, insistence on the highest standards and work in a hyper-growth environment with shifting priorities .

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