Principal Technical Support Engineer

Samsara (NYSE: IOT) is the pioneer of the Connected Operations™ Cloud, which is a platform that enables organizations that depend on physical operations to harness Internet of Things (IoT) data to develop actionable insights and improve their operations. At Samsara, we are helping improve the safety, efficiency and sustainability of the physical operations that power our global economy.

About the Role:

Samsara is looking for an experienced Technical Support Engineer to provide world-class hardware and software support experience to our customers. You will be a part of our Tier 2 support team within the umbrella of the Global Technical Support organization. You will be responsible for resolving complex customer problems and improving support across all teams. Your work will be collaborative in nature, working together with other support engineers in multiple support locations to serve our customers and troubleshoot complex issues.

The ideal candidate will have a strong technical background with experience in a technical support role, proven customer-facing skills, and strong communication skills. You understand the day-to-day aspects of customer support including managing tickets, building knowledge base articles, and providing product feedback to Engineering and PM teams.

This is a remote position open to candidates residing in UK, France, Germany, Netherlands or Poland.

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.

In this role:

• Technical acumen: Develops expertise in testing, analysis, and relevant product and technical domains.
• Ability to build & develop troubleshooting tools either independently or through partnership with L3 team.
• Proven track record of impact in using methodologies/tools; Troubleshooting / Root Cause Analysis (RCA) & process/documentation.
• Is a technical expert in more than one area.
• Able to build repeatable Queries for oneself and team.
• Customer Focus: Synthesizes broad and deep Customer understanding to prioritise, engage & close out effectively.
• Models a sense of urgency and commitment to deliver results by constantly educating and enabling the Customer.
• Able to 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.
• Execution: Effectively delivers results, increases efficiency and level of impact over time.
• Solves complex and diverse problems where analysis requires in-depth evaluation of factors with imaginative and innovative troubleshooting and experimentation.
• 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.).
• Collaboration: Creates positive, impactful changes to ones Team through quality collaboration, communication & leadership.
• Proactively assists other Support & Engineering teams beyond problem resolution.
• Identifies serviceability issues (HW/SW) and drives resolution of the issues with Engineering and other parts of the organization.
• Coaches others and uses advanced knowledge of issues, trends, and patterns, and the customer experience to participate in proactive engagements with PSE/Engineering teams.
• Actively mentors and develops others.
• Feedback Loop: Provide direct feedback to Support Management for product and process improvements to help enhance the customer experience.
• Team Player: Champion, role model, and embed Samsara’s cultural principles as we scale globally and across new offices.

Minimum requirements for the role:

• 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.
• 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.

An ideal candidate also has:

• 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.