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 - Platform. In this role, you will be focused on solving mission critical issues across all Samsara cloud connected software products. 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. You will innovate on tools and automation that will simplify the customer product 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 require 10-15% engagement on cellular issues as well.

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.

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.

This is a hybrid position requiring 3 days per week in our Bangalore office and 2 days working remotely. Relocation assistance will not be provided for this role.The candidate will be working in EMEA shift hours.

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: 

Identify and resolve cloud application issues for Samsara customers related to performance, roles & permissions, and reports

• Analyze cloud data and logs to drive quality improvement
• Serve as a subject matter expert and educator to our global customer support team 
• Develop services and tools to create and improve workflows for technical support & simplify the customer experience
• Analyze product support trends and partner with the R&D team to build a world-class customer solution.
• 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.
• Champion, role model, and embed Samsara’s cultural values (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 in computer science, software engineering, or related field.
• 6+ years in a technical role, preferably cross-functional.
• 2-3 years in LTE product support or modem systems engineering/testing.
• Must have Cisco networking skills and telecom experience.
• Familiar with Qualcomm 3G, 4G LTE, and 5G NR modem products.
• Proficient in data analytics tools like Databricks and Tableau.
• Experience with SQL, GraphQL, and Python.
• Prior technical support experience required.
• Strong problem-solving skills.
• Fluent in English with excellent communication and customer service skills.
• Resourceful, creative, and able to form strong relationships with R&D and product team.
• Able to work in a fast-paced environment.
• Experience in direct customer interaction, incident response, and 24/7 on-call support is essential.

An ideal candidate also has:

• 6+ years of experience in product support, software development or systems engineering for cloud based products 
• Experience interfacing directly with cellular carriers
• IoT, networking and wireless troubleshooting skills.
• Executive presence & communication - excellent written and verbal communication skills tailored to a senior leadership audience
• Ability to drive outcomes without authority - 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
• Strong bias for action, ability to deep-dive, insistance on the highest standards and work in a hyper-growth environment with shifting priorities

#LI-Hybrid