Samsara24.04.2026
Product Support Engineer
Bengaluru - BLR1
Обязанности
- 01Serve as the final escalation point for intricate ELD compliance product for post-sales customers
- 02Own the end-to-end lifecycle of complex product issues, coordinating possible issues and Jira tickets with R&D to drive timely fixes and clear stakeholder visibility
- 03Analyze device telemetry and fleet-level patterns using internal tools, translating raw data and logs into clear, actionable technical narratives
- 04Provide technical support for audits & inspections in collaboration with Escalations, Product and Legal teams
- 05Drive continuous product improvement by leading post-mortem analyses to identify root causes, systemic issues, key learnings, and actionable trends
- 06Collaborate with Support and R&D teams to resolve customer issues and escalations, using support trend analysis to develop superior customer solutions
- 07Lead technical feedback for new products to ensure supportability and ease of customer understanding
- 08Define success criteria, validation plans, and operational runbooks for new feature launches, ensuring global support team readiness
- 09Develop or contribute to internal tools to significantly accelerate ticket resolution and trend analysis
- 10Elevate the organization's technical expertise by providing technical coaching and conducting case reviews for support engineers
- 11Serve as the primary technical authority for the software components associated with the ELD compliance product
Требования
- 01B.S. in Computer Science, Engineering (Mechanical/Electrical), or other technical field
- 026+ years of experience in technical support, field engineering, or systems engineering, specifically with distributed, hardware-integrated products
- 03Familiarity with ELD related rules and regulations
- 04Excellent customer service and interpersonal skills coupled with the ability to influence individual contributors and leaders across the company
- 05Excellent written and verbal communication skills, able to speak at technical and conversational levels
- 06Technical know-how: comfortable interfacing with engineers, translating complex technical concepts into everyday language, and working with SaaS systems
- 07Demonstrated strong resourcefulness, creativity, and problem-solving skills
- 08Adaptability and ability to thrive in a fast-paced, dynamic work environment
- 09Experience in direct customer interaction, incident response, and participation in a rotational after-hours/on-call support cadence
- 10Experience with fleet regulatory requirements for compliance
- 11Experience in Telematics industry is a plus
- 12Data analysis skills: Python, SQL and Tableau
Условия
- 01Above-market total compensation through base salary, performance-based bonus/variable pay, and equity (for eligible roles) in a high-growth public company
- 02Meaningfully differentiated pay for top performers, with opportunity to earn above-market compensation that can outpace the broader market