Product Support Engineer
Job Summary
Samsara is seeking an experienced Compliance Product Support Engineer to serve as a technical authority for ELD compliance products. The role involves managing complex technical escalations, collaborating with R&D, and ensuring 100% accuracy in regulatory data reporting. Candidates will act as a bridge between customers, field teams, and engineering to drive product improvements and supportability.
Responsibilities
- Manage high-level technical escalations for ELD compliance products.
- Coordinate with R&D to resolve complex product issues and tickets.
- Analyze device telemetry to derive actionable technical insights.
- Lead post-mortem analyses to drive product improvements.
- Provide technical coaching and case reviews for support staff.
Required Skills
- B.S. in CS, Engineering, or technical field.
- 6+ years experience in technical or field engineering.
- Knowledge of ELD regulations.
- Experience with SaaS systems and hardware-integrated products.
- Data analysis skills (Python, SQL, Tableau).
Job Details
Responsibilities:
- Serve as the final escalation point for intricate ELD compliance product for post-sales customers.
- Own the end-to-end lifecycle of complex product issues, coordinating issues and tickets with R&D to drive timely fixes and clear stakeholder visibility.
- Analyze device telemetry and fleet-level patterns using internal tools, translating raw data and logs into clear, actionable technical narratives.
- Provide technical support for audits & inspections in collaboration with Escalations, Product and Legal teams.
- Drive continuous product improvement by leading post-mortem analyses to identify root causes, systemic issues, key learnings, and actionable trends.
- Collaborate with Support and R&D teams to resolve customer issues and escalations.
- Lead technical feedback for new products to ensure supportability and ease of customer understanding.
- Define success criteria, validation plans, and operational runbooks for new feature launches.
- Develop or contribute to internal tools to significantly accelerate ticket resolution and trend analysis.
- Elevate the organization's technical expertise by providing technical coaching and conducting case reviews for support engineers.
Minimum requirements:
- B.S. in Computer Science, Engineering (Mechanical/Electrical), or other technical field.
- 6+ years of experience in technical support, field engineering, or systems engineering, specifically with distributed, hardware-integrated products.
- Familiarity with ELD related rules and regulations.
- Excellent customer service and interpersonal skills coupled with the ability to influence individual contributors and leaders.
- Excellent written and verbal communication skills.
- Technical know-how: comfortable interfacing with engineers, translating complex concepts, and working with SaaS systems.
- Demonstrated strong resourcefulness, creativity, and problem-solving skills.
- Adaptability and ability to thrive in a fast-paced, dynamic work environment.
- Experience in direct customer interaction, incident response, and participation in a rotational after-hours/on-call support cadence.
Preferred qualifications:
- Experience with fleet regulatory requirements for compliance.
- Experience in Telematics industry.
- Data Analysis skills; Python, SQL and Tableau.