Product Support Engineer

About the role:

Samsara Technologies India Private Limited is looking for an experienced support engineer to join our Global Technical Support organization as a Product Support Engineer. In this role, you will be responsible for resolving mission-critical issues across the entire Safety solutions stack, including full-stack, firmware, and hardware, ensuring system reliability and performance. You will provide debugging, failure analysis, and design feedback to our Software Engineering teams with the primary goal of improving product quality to ensure world-class customer experience.

This role is a combination of troubleshooting and creative problem-solving with a strong customer focus. We are looking for hands-on engineers who are passionate about Samsara's mission with an attitude to resolve issues with a sense of urgency. 

This role will have a dotted line to the Support Director based in India and will require you to work from our Bengaluru office as needed to handle on-site training. You must reside within a 1.5 hour commuting distance from the office. Relocation assistance will not be provided for this role. 

This is a hybrid position based in our Bengaluru office, requiring you to participate in an on-call rotation schedule to triage and manage high-severity issues and outages.

You should apply if:

• You want to impact the industries that run our world: Your efforts will result in real-world impact—helping to keep the lights on, get food into grocery stores, reduce emissions, and most importantly, ensure workers return home safely.
• You are the architect of your own career: If you put in the work, this role won't be your last at Samsara. We set up our employees for success and have built a culture that encourages rapid career development, countless opportunities to experiment and master your craft in a hyper growth environment.
• You're energized by our opportunity: The vision we have to digitize large sectors of the global economy requires your full focus and best efforts to bring forth creative, ambitious ideas for our customers.
• You want to be with the best: At Samsara, we win together, celebrate together and support each other. You will be surrounded by a high-caliber team that will encourage you to do your best.

Role Overview:

As a Product Support Engineer, you will serve as the primary driver for resolving our most complex customer challenges in mobile and cloud applications. You will combine technical expertise, project management skills, and cross-functional leadership to deliver timely solutions, influence product improvements, and ensure customer satisfaction at scale.

In this role, you will:

• Resolve complex issues: Diagnose and resolve advanced mobile and cloud application issues for post-sales customers.
• Own escalations: Act as the single point of contact for high-severity technical escalations, ensuring stakeholders remain informed throughout the process.
• Executive communication: Provide concise and regular updates to Samsara's executive leadership on the status of critical technical issues.
• Drive post-mortems: Lead root cause analyses to uncover learnings, identify recurring patterns, and recommend systematic improvements.
• Partner with engineering: Collaborate closely with engineering teams to reproduce bugs, build testbeds, and influence long-term fixes/improvements.
• Enable Support excellence: Serve as a subject matter expert, mentoring and upskilling our global customer support team including writing clear troubleshooting guides, developing effective talk tracks, and sharing best practices.
• Ticketing systems leadership: Leverage your knowledge of support ticket management and integrations between Zendesk and JIRA to optimize workflows and improve customer experience.
• On-call rotation: Participate in a peer on-call schedule every few weeks to ensure operational continuity.
• 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.

Minimum requirements for this role:

• Bachelor's degree or higher in Computer Science, Software Engineering, or a related technical field.
• 6+ years in a technical role with proven cross-functional collaboration.
• 5+ years supporting enterprise customers, including 3+ years at L3/Tier3 level.
• Experience in debugging and troubleshooting iOS and Android mobile app ecosystems.
• Ability to debug mobile app performance, crashes, authentication, and connectivity.
• Ability to troubleshoot end-to-end data flows using SQL, APIs, logs, and scripting.
• Strong proficiency with SQL and scripting languages (e.g., Python).
• Experience with enterprise mobile and cloud applications.
• Familiarity with analytics tools (e.g., Databricks, Tableau).
• Proven track record in incident handling-from service degradation to full outages.
• Excellent problem-solving, communication, and customer service skills.
• Ability to thrive in fast-paced, dynamic environments with resilience and creativity.

An ideal candidate also has:

• Strong troubleshooting skills for distributed systems, complex integrations, and enterprise mobile cloud applications.
• Experience across the enterprise product lifecycle, from MVP to GTM launch and post-sales technical support.
• Experience in React Native and native mobile app development (iOS/Android).
• Skilled with SQL, scripting languages (e.g., Python), and data analytics tools such as Databricks and Tableau.
• Hands-on experience with support ticketing systems, including Zendesk–JIRA integrations.
• Domain expertise in logistics, fleet management, routing, dispatch, industrial IoT, or geospatial systems.
• Ability to translate complex technical concepts into clear, actionable insights for diverse audiences.
• Proven ability to influence cross-functional teams with executive-level communication and strong project management skills.
• Calm under pressure, with urgency and passion for solving complex customer challenges.

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