Empowering the People Who Power The World.

Director, Technical Support (L2)

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Employer Provided Salary: 114,520-204,500 Annually
Salary data is provided by the employer. Please note this is not a guarantee of compensation.

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.

About the role:
Are you a passionate and visionary support leader who thrives in a dynamic high-growth business? Are you a customer experience champion? Do you enjoy working in a highly technical environment? If so, we want you as the Director, Technical Support Engineering at Samsara. The Technical Support Engineering team is focused on making our customers successful by advocating on their behalf, resolving technical issues and challenges, and maintaining the high-quality, white-glove service they expect.

In this role, you will be responsible for delivering world-class 24x7, technical support experience to Samsara’s rapidly expanding mid-market and enterprise user-base, during a time of hyper-growth. This position requires a unique combination of technical support understanding in SaaS and equipment expertise. While there is an existing team of ~40, most of the scaling of this function is still ahead.

As a leader of Technical Support Engineering reporting to the Vice President of Global Customer Support, you will grow, develop and motivate a team of technical experts and lead day-to-day operations of your team. You will work across the Samsara solution set, working hand in hand with the broader Technical Support, Customer Success, Engineering, and Product Management teams. You will lead support teams organized by product specialty and focused on the fast resolution of complex technical issues. Your teams provide backline support to customers. You will handle escalations, work with our delivery partners and Samsara resources, track and facilitate follow-the-sun case handling and overall technical support day-to-day operations.

Day-to-day operations include facilitating the resolution of cases, driving high customer satisfaction, spearheading engagement with cross-functional teams including the Customer Success and Sales managers, Software Development, and Hardware Engineering. The ultimate outcomes you will be contributing to are an unparalleled customer experience coupled with excellent efficiency and efficacy. You will also be responsible for a higher level of service to Enterprise customers including first contact experience and ensuring white-glove experience.

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. 

Click here to learn about what we value at Samsara.

In this role, you will:

  • Scalability: Lead and scale the current team of 40+ remote and in-office support agents, engineers, and managers, across multiple time zones.
  • Service Levels: Ensure contractual SLAs and internal OLA’s  on response times and internal OLAs on resolution times are met across all communication channels (phone, web, chat) against committed targets. 
  • Issues Resolution: Drive resolution on technical issues affecting our customers in coordination with Product, Sales, and Customer Success.
  • Team Development: Hire, develop, and lead inclusive, engaged, and high-performing teams across several geographies.
  • Trends & Insights: Improve CSAT and NPS by ensuring customer health insights are delivered to Product Management, Engineering, Sales, and Customer Success.
  • Increased Efficiency: Adapt and implement tools, metrics, and processes to enhance customer experiences and improve efficiency.
  • Operational Excellence: Oversee customer experience and operational excellence for support of Samsara’s portfolio of products and services.
  • Collaboration & Partnerships: Work closely with cross-functional teams and regional partners to drive world-class customer experience.
  • Customer Satisfaction: Deliver exceptional customer satisfaction by meeting and exceeding all operational and company CSAT targets.
  • Feedback Loop: Conduct reviews to accelerate the closure of support cases and to identify case-handling issues by providing direct feedback to engineers and management.
  • Process Optimization: Assess existing processes and innovate by working closely with Support to optimize case handling.
  • Product Training: Ensure team readiness for supporting new products and services by providing effective training and development.
  • Customer Experience: Measure, maintain, and improve support delivery processes to increase efficiency and provide a world-class customer experience.
  • Staffing & Capacity: Conduct capacity planning, identify staffing requirements, and uplevel existing team’s skills to meet business goals and company growth.
  • Employee Coaching: Provide regular employee coaching and ongoing guidance to help team members achieve career development aspirations.
  • Data & KPIs: Conduct data analysis and derive performance insights from KPIs to drive decision-making that improves customer experience and product quality.
  • Innovate and Automate: Use data to identify automation opportunities to eliminate problems or make them easier to resolve.
  • Customer Escalations: Partner with Sales and Customer Success to address customer feedback and drive high-priority escalated customer issues to resolution.
  • Leadership Principles: Champion, role model, and embed Samsara’s culture and leadership principles.
  • Hire, develop and lead an inclusive, engaged, and high performing team.

Minimum requirements for the role:

  • BS in Engineering (Computer Science, Information Systems, or related field), MBA is a plus.
  • 10+ years of leadership experience in Technical Support, Engineering, or Operations environment at Senior Manager or Director level.
  • Combination of hardware/equipment and cloud-based product experience.
  • Proven ability to take support organizations through rapid growth and expansion.
  • Experience managing mid-market and enterprise support teams in a highly technical environment.
  • A strategic thinker, able to come up with out-of-the-box solutions at scale.
  • Strong analytical, data-driven, problem-resolution, and decision-making skills.
  • Experience creating and implementing scalable standard operating procedures, performance metrics, and feedback mechanisms.
  • Superior verbal and written communication skills to be effective at collaborating with a wide variety of individuals.
  • Strong operational excellence skills to drive effective execution of the team’s vision and operational metrics.
  • Experience in handling highly visible escalations and working cross-functionally with the Product, Sales, and Customer Success teams to resolve.
  • Ability to proactively identify risks and dependencies and put in place plans to mitigate them.
  • Adaptability, flexibility, and the conviction to “do the right thing” under stress, high tension, and tight deadlines.
  • Ability to influence others, including those outside of the immediate team.
  • Must be a strong leader with the ability to attract, motivate, retain and develop people.
  • Experience in multiple CRM platforms (e.g. Zendesk, Salesforce) with a drive to leverage the platform to drive operational efficiency.

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.

The range of annual base salary for full-time employees for this position is below. Please note that base pay offered may vary depending on factors including your city of residence, job-related knowledge, skills, and experience.

$114,520$204,500 USD

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.


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.


Samsara is an inclusive work environment, and we are committed to ensuring equal opportunity in employment for qualified persons with disabilities. Please email [email protected] or click here if you require any reasonable accommodations throughout the recruiting process.

Flexible Working 

At Samsara, we embrace a flexible working model that caters to the diverse needs of our teams. Our offices are open for those who prefer to work in-person and we also support remote work where it aligns with our operational requirements. For certain positions, being close to one of our offices or within a specific geographic area is important to facilitate collaboration, access to resources, or alignment with our service regions. In these cases, the job description will clearly indicate any working location requirements. Our goal is to ensure that all members of our team can contribute effectively, whether they are working on-site, in a hybrid model, or fully remotely. All offers of employment are contingent upon an individual’s ability to secure and maintain the legal right to work at the company and in the specified work location, if applicable.

Fraudulent Employment Offers

Samsara is aware of scams involving fake job interviews and offers. Please know 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 ‘’ or ‘’. For more information regarding fraudulent employment offers, please visit our blog post here.

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Candidate Location Eligibility:
Albuquerque, NM
Ann Arbor, MI
Atlanta, GA
Austin, TX
Baltimore, MD
Baton Rouge, LA
Birmingham, AL
Boise, ID
Boston, MA
Buffalo, NY
Charleston, SC
Charlotte, NC
Chicago, IL
Cincinnati, OH
Cleveland, OH
Colorado, CO
Columbus, OH
Dallas-Fort Worth, TX
Dayton, OH
Des Moines, IA
Detroit, MI
Fayetteville-Springdale-Rogers, AR
Greensboro, NC
Hampton Roads, VA
Hartford, CT
Houston, TX
Huntsville, AL
Indianapolis, IN
Jacksonville, FL
Kansas City, MO
Las Vegas, NV
Lexington, KY
Lincoln, NE
Little Rock, AR
Los Angeles, CA
Louisville, KY
Madison, WI
Memphis, TN
Miami, FL
Milwaukee, WI
Minneapolis–Saint Paul, MN
Nashville, TN
New Orleans, LA
New York City, NY
Ogden, UT
Oklahoma City, OK
Omaha, NE
Orlando, FL
Other US Location
Palm Bay-Melbourne-Titusville
Pensacola, FL
Peoria, IL
Philadelphia, PA
Phoenix – Mesa – Scottsdale, AZ
Pittsburgh, PA
Portland, ME
Portland, OR
Providence, RI
Provo, UT
Raleigh-Durham, NC
Reno, NV
Richmond, VA
Rochester, NY
Sacramento, CA
Salt Lake City, UT
San Antonio, TX
San Diego, CA
San Francisco, CA
San Luis Obispo, CA
Santa Cruz, CA
Seattle, WA
Spokane, WA
St. Louis, MO
Tallahassee, FL
Tampa Bay, FL
Tucson, AZ
Tulsa, OK
Washington DC
Wichita, KS
Wilmington, NC

What are Samsara Perks + Benefits

Samsara Benefits Overview

At Samsara, we’re building for the long term. That’s why we’re focused on investing in the well-being of our employees and delivering an exceptional employee experience. We want Samsara to be a great place to work with competitive pay, benefits, and perks to help us attract and retain the most talented people in our industry. We want you to feel proud to be part of Samsara because you work for a company where you are cared for and supported both personally and professionally. When we support each other, we win as a team.

Partners with nonprofits
OKR operational model
Team based strategic planning
Pair programming
Open office floor plan
Employee resource groups
Employee-led culture committees
Hybrid work model
Flexible work schedule
Remote work program
Documented equal pay policy
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Diversity manifesto
Mean gender pay gap below 10%
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance + Wellness
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Mental health benefits
Wellness days
Financial & Retirement
401(K) matching
Company equity
Employee stock purchase plan
Performance bonus
Charitable contribution matching
Child Care & Parental Leave
Childcare benefits
Generous parental leave
Family medical leave
Adoption Assistance
Vacation + Time Off
Unlimited vacation policy
Generous PTO
Paid holidays
Paid sick days
Flexible time off
Floating holidays
Office Perks
Commuter benefits
Company-sponsored outings
Free daily meals
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Pet friendly
Recreational clubs
Relocation assistance
Fitness stipend
Home-office stipend for remote employees
Professional Development
Job training & conferences
Promote from within
Mentorship program
Continuing education stipend
Online course subscriptions available
Customized development tracks

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