Manager, Technical Support Engineering

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:

You will be responsible for managing a Tier 2 Technical Support team which is made up of highly skilled and professional Technical Support Engineers delivering direct customer support and assisting Tier 1 support teams. You will be responsible for directly monitoring, reporting, and driving improvements in team-level metrics and KPI’s, keeping up with new products and ongoing training and developing processes. Your work will be collaborative in nature, working together with managers in multiple support locations to serve our customers. Your work will also be cross-functional in nature and will involve working cross-functionally with Product Management, Engineering, Sales, Operations, and Marketing on a weekly basis.

This is a remote position open to candidates residing in the United Kingdom. This position requires working hours in GMT timezone with some overlap with US hours for coordination and meetings. Relocation assistance will not be provided for this role.

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-calibre team that will encourage you to do your best.

In this role, you will:

• Directly manage a team of highly motivated Technical Support Engineers
• Be accountable for the performance of multiple support channels ensuring proper coverage of queues and productivity of the team
• Maintain a high degree of customer satisfaction with the Support Team while ensuring the team meets established SLA’s and working efficiently
• Partners with Senior Leadership to establish goals and objectives around customer satisfaction, organization efficiency, and employee engagement
• Produce reporting that demonstrates team effectiveness to support team, other departments, and Senior Leadership
• Review reports and operations to understand the success of the operation and propose and execute approved initiatives
• Successfully manage onboarding and continuous education for members of the team
• Manage interactions between with other departments to address issues and provide feedback related to customer feedback
• Mentor new hires as the organization grows quickly
• Develop and support career paths within the Support team and throughout the organization
• 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
• Hire, develop and lead an inclusive, engaged, and high performing team

Minimum requirements for the role:

• B.A./B.S. required, preferably in a technical or quantitative field (engineering, applied math, etc.)
• 10+ years of experience with 5+ years of leadership experience in technical support
• Experience working with all types/sizes of customers and able to represent the team internally and externally to senior management and executives

An ideal candidate also has:

• Knowledge and experience in both hardware and software support
• Experience working in the Fleet Management, Transportation, and Industrial industries
• Ability to balance and go between strategic projects and initiatives, and tactical day-to-day management of a team (including actively coaching on case handling, monitoring of queues & schedules)
• Skill in examining and re-engineering operations and procedures, formulating policy, and developing and implementing new strategies and procedures
• Strong spoken and written language skills for working with high-value customers and publishing documentation
• Ability to identify and interpret long-term information system needs on an organizational basis
• Skill in the development and documentation of operating and administrative policies and procedures
• Ability to investigate problems and develop creative solutions to complex human resource issues
• Interest in working in a fast-growing environment with changing responsibilities and tolerance for ambiguity

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.

Accommodations

Samsara is an inclusive work environment, and we are committed to ensuring equal opportunity in employment for qualified persons with disabilities. Please email accessibleinterviewing@samsara.com or click hereif 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 ‘@samsara.com’ or ‘@us-greenhouse-mail.io’. For more information regarding fraudulent employment offers, please visit our blog post here.