Software Product Support Engineer
Samsara
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See open jobs at Samsara.See open jobs similar to "Software Product Support Engineer" General Catalyst.Who we are
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. Representing more than 40% of global GDP, these industries are the infrastructure of our planet, including agriculture, construction, field services, transportation, and manufacturing — and we are excited to help digitally transform their operations at scale.
Working at Samsara means you’ll help define the future of physical operations and be on a team that’s shaping an exciting array of product solutions, including Video-Based Safety, Vehicle Telematics, Apps and Driver Workflows, Equipment Monitoring, and Site Visibility. As part of a recently public company, you’ll have the autonomy and support to make an impact as we build for the long term.
Recent awards we’ve won include:
Glassdoor's Best Places to Work 2024
Best Places to Work by Built In 2024
Great Place To Work Certified™ 2023
Fast Company's Best Workplaces for Innovators 2023
Financial Times The Americas’ Fastest Growing Companies 2023
We see a profound opportunity for data to improve the safety, efficiency, and sustainability of operations, and hope you consider joining us on this exciting journey.
About the role:
Product Support Engineering is a team of customer-focused product experts who bridge the Samsara customer experience to the internal teams at Samsara. We engage with customers, we work to understand and resolve their technical issues, we dive deeply into product quality and usability, and disseminate the knowledge we have gathered via training, reporting, and product feedback.
This role combines troubleshooting and creative problem-solving with a strong customer focus. We are looking for hands-on engineers passionate about Samsara’s mission with a “whatever it takes” attitude to resolve issues with a sense of urgency.
This role is fully remote in the US.
You should apply if:
- You want to impact the industries that run our world: The software, firmware, and hardware you build will result in real-world impact—helping to keep the lights on, get food into grocery stores, and most importantly, ensure workers return home safely.
- You want to build for scale: With over 2.3 million IoT devices deployed to our global customers, you will work on a range of new and mature technologies driving scalable innovation for customers across industries driving the world's physical operations.
- You are a life-long learner: We have ambitious goals. Every Samsarian has a growth mindset as we work with a wide range of technologies, challenges, and customers that push us to learn on the go.
- You believe customers are more than a number: Samsara engineers enjoy a rare closeness to the end user and you will have the opportunity to participate in customer interviews, collaborate with customer success and product managers, and use metrics to ensure our work is translating into better customer outcomes.
- You are a team player: Working on our Samsara Engineering teams requires a mix of independent effort and collaboration. Motivated by our mission, we’re all racing toward our connected operations vision, and we intend to win—together.
Click here to learn about what we value at Samsara.
In this role, you will:
- Identify and resolve complex API & partner integration issues for post-sales customers
- Project manage our response to complex technical escalations, acting as the single point of contact to ensure stakeholders are in the loop
- Provide regular technical issue updates to Samsara’s executive leadership team
- Lead post-mortem analyses to identify learnings, root causes, systematic patterns that need attention, improvement opportunities, and relevant trends
- Work closely with engineering to reproduce bugs and build testbeds as necessary
- Serve as a subject matter expert and educator to our global customer support team
- Be in an on-call rotation with your peers every few weeks
- 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 the role:
- Bachelor’s degree or higher in a technical discipline, such as computer science or software engineering
- 6+ years of experience in a technical role, preferably in a cross-functional capacity
- Familiarity with data analytics tools such as Databricks and Tableau
- Experience with querying languages (e.g., SQL) and scripting languages (e.g., Python)
- Strong problem-solving skills
- Excellent communication, customer service, and interpersonal skills
- Demonstrated resourcefulness, creativity, and problem-solving abilities
- Ability to work in a fast-paced dynamic environment
- This position requires the candidate to be in an On-call rotation
- Bi-lingual, English, and Spanish are a plus
An ideal candidate also has:
- Experience with C/C++ or similar programming languages
- Demonstrated understanding of API mechanisms, including proficiency in retrieving and manipulating data through API endpoints
- Knowledge of front-end and back-end development
- The ability to troubleshoot distributed systems and understand system boundaries to help isolate where problems could be occurring
- Executive presence & communication - you have excellent written and verbal communication skills tailored to a senior leadership audience
- Ability to drive outcomes without authority - you have the 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
Samsara’s Compensation Philosophy: Samsara’s compensation program is designed to deliver Total Direct Compensation (based on role, level, and geography) that is at or above market. We do this through our base salary + bonus/variable + restricted stock unit awards (RSUs) for eligible roles. For eligible roles, a new hire RSU award may be awarded at the time of hire, and additional RSU refresh grants may be awarded annually.
We pay for performance, and top performers in eligible roles may receive above-market equity refresh awards which allow employees to achieve higher market positioning.
At Samsara, we welcome everyone regardless of their background. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, gender, gender identity, sexual orientation, protected veteran status, disability, age, and other characteristics protected by law. We depend on the unique approaches of our team members to help us solve complex problems. We are committed to increasing diversity across our team and ensuring that Samsara is a place where people from all backgrounds can make an impact.
Benefits
Full time employees receive a competitive total compensation package along with employee-led remote and flexible working, health benefits, Samsara for Good charity fund, and much, much more. Take a look at our Benefits site to learn more.
Accommodations
Samsara is an inclusive work environment, and we are committed to ensuring equal opportunity in employment for qualified persons with disabilities. Please email accessibleinterviewing@samsara.com or click here if you require any reasonable accommodations throughout the recruiting process.
Flexible Working
At Samsara, we have adopted a flexible way of working, enabling teams and individuals to do their best work, regardless of where they’re based. We value in-person collaboration and know a change of scenery and quiet space to work is welcomed from time to time, but also appreciate that the world of work has changed. Our offices remain open for those who prefer to collaborate or work in-office, but we also encourage fully remote applicants. As most roles are not required to be in the office, we are able to hire remotely where Samsara has an established presence. If a role is required to be in a certain location and candidates do not have work authorization for that location, Samsara will conduct an immigration assessment. If the role is not required to be in a specific location, Samsara will move forward with the remote location that works best for the business. All offers of employment are contingent upon an individual’s ability to secure and maintain the legal right to work at the company.
Please be aware that Samsara does not accept or assume responsibility for unsolicited resumes from agencies. We do not charge fees to applicants at any stage of the hiring process. Official communication about your application will only come from emails ending in '@Samsara.com' or '@us-greenhouse-mail.io'.
This job is no longer accepting applications
See open jobs at Samsara.See open jobs similar to "Software Product Support Engineer" General Catalyst.