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.

About the role:

We are looking for a Product Support Engineer to join our Global Technical Support organization as a Telecom Support Engineer. In this role, you will be focused on solving mission critical issues across all Samsara Technologies India Private Limited hardware gateway products. You will provide debugging, failure analysis, and design feedback to our Firmware Engineering team with the primary goal of improving product reliability and connectivity to ensure world-class customer experience. This role is a combination of troubleshooting and creative problem-solving with a strong customer focus.

This role will have a dotted line to the Support Director based in India. This role 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.

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:

• Perform post-sales onsite HW troubleshooting of company critical issues including conducting analysis of field failures and identifying product quality and reliability risks.
• Analyze product support trends and partner with the R&D team to build a world-class customer solution.
• Serve as a subject matter expert and educator to our Global Technical Support team.
• 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.
• You will be part of an on-call rotation schedule responsible for triaging cellular outages.
• 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./ B.Tech degree in Electrical Engineering, Computer Science or similar field.
• Full professional fluency in English.
• 2-3 years of experience in LTE product support or modem systems engineering and testing.
• Familiarity with Qualcomm 3G, 4G LTE and 5G NR modem products.
• Excellent communication, customer service, and interpersonal skills.
• Demonstrated resourcefulness, creativity, and problem-solving abilities.
• Ability to work in a fast-paced dynamic environment.

An ideal candidate also has:

• Experience interfacing directly with cellular carriers.
• Data Analysis skills, Python/SQL.
• IoT, networking and wireless troubleshooting skills.

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.