Product Support Engineer

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.

Click here to learn more about Samsara’s cultural philosophy.

About the role:

We are looking for an experienced Product Support Engineer to join our Global Technical Support organization. In this role, you will be focused on solving mission-critical post-sales issues across all Samsara hardware products. A Product Support Engineer travels to our customers to provide field debugging, onsite failure analysis, and feedback to our Engineering teams with the primary goal of improving product reliability to ensure a world-class customer experience.

This role is a combination of CAN bus troubleshooting and creative problem-solving with a strong customer focus. We are looking for hands-on, automotive experienced engineers who are passionate about Samsara’s mission with a “whatever it takes” attitude to resolve issues with a sense of urgency.

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, and 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:

Onsite Troubleshooting: Perform post-sales onsite HW troubleshooting of company critical issues including conducting analysis of field failures and identifying product quality and reliability risks.
Root Cause Analysis (RCA): Track, escalate, and root cause issues by working with Engineering teams across multiple disciplines (mechanical, electrical, firmware) to close the loop by driving corrective actions to improve the product.
Lessons Learned: Proliferate lessons learned to Product Development and Technical Support teams to incorporate feedback into new product designs
Training: Serve as a subject matter expert and educator to our Global Technical Support team.
Diagnostic Coverage Improvement: Support cross-functional diagnostic coverage improvement projects by identifying PIDs in customer vehicles.
Reporting: Present trends and themes of issues seen in the field to leadership and the cross-functional technical team.
Partnerships: Collaborate with internal teams (Sales Engineering, HW Engineering, Product Management, Technical Support) and customers to prioritize opportunities for product improvement and drive corrective and preventative actions.
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. degree in Automotive Engineering, Mechanical Engineering, Electrical Engineering, or similar field.
3+ years of related experience in automotive engineering
Experience with CAN and Data Acquisition Tools (CAN/J1939)
Excellent communication, customer service, and interpersonal skills.
Demonstrated resourcefulness, creativity, and problem-solving abilities.
Ability to work in a fast-paced dynamic environment.
Travel to customer locations for on-site investigations as needed (~15% Travel).

An ideal candidate also has:

Knowledge of and experience with Tachograph devices
Heavy equipment experience and electro-mechanical systems expertise
FSAE or other automotive experience
Data Analysis skills. Python, SQL, and Tableau.

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.

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.

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 ‘@samsara.com’ or ‘@us-greenhouse-mail.io’. For more information regarding fraudulent employment offers, please visit our blog post here.

Diversity & Inclusivity:

Accommodations 

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.