We are looking for a Product Support Engineer to join our Global Technical Support organization as a Telecom Support Engineer. In this role, you will be focused on solving mission critical issues across all Samsara hardware gateway products. You will provide debugging, failure analysis, and design feedback to our Firmware Engineering team with the primary goal of improving product reliability and connectivity to ensure world-class customer experience. This role is a combination of troubleshooting and creative problem-solving with a strong customer focus.

This role will have a dotted line to the Support Director based in India. This role 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.

This is a hybrid position based in our Bengaluru office.

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, you will:

• Perform post-sales onsite HW troubleshooting of company critical issues including conducting analysis of field failures and identifying product quality and reliability risks.
• Analyze product support trends and partner with the R&D team to build a world-class customer solution.
• Serve as a subject matter expert and educator to our Global Technical Support team.
• Lead post-mortem analyses to identify learnings, root causes, systematic patterns that need attention, improvement opportunities, and relevant trends.
• Interface directly with cellular carriers on RCCAs for outages and close coverage gaps.
• You will be part of an on-call rotation schedule responsible for triaging cellular outages.
• 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:

• B.S./ B.Tech degree in Electrical Engineering, Computer Science or similar field.
• Full professional fluency in English.
• 2-3 years of experience in LTE product support or modem systems engineering and testing.
• Familiarity with Qualcomm 3G, 4G LTE and 5G NR modem products.
• Excellent communication, customer service, and interpersonal skills.
• Demonstrated resourcefulness, creativity, and problem-solving abilities.
• Ability to work in a fast-paced dynamic environment.

An ideal candidate also has:

• Experience interfacing directly with cellular carriers.
• Data Analysis skills, Python/SQL.
• IoT, networking and wireless troubleshooting skills.