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Product Support Engineer

1 hour, 56 minutes ago
United Kingdom
Full-time
Senior
Technical Support Engineer
Software Development
JIRA Python SQL Tableau
Apply Now
Samsara

Samsara

Samsara pioneers the Connected Operations Cloud, offering AI safety programs, real-time visibility, and integrations for industries to enhance efficiency, safety, and sustainability globally.

IT Services
1K-5K
Founded 2015
View All Jobs 348

Description

  • Serve as the final escalation point for complex ELD compliance product issues for post-sales customers.
  • Own the end-to-end lifecycle of complex product issues and coordinate Jira tickets and fixes with R&D.
  • Analyze device telemetry and fleet-level patterns using internal tools and translate findings into clear technical narratives.
  • Provide technical support for audits and inspections in partnership with Escalations, Product, and Legal teams.
  • Lead 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 improve customer solutions using support trend analysis.
  • Lead technical feedback for new products to improve supportability and customer understanding.
  • Define success criteria, validation plans, and operational runbooks for new feature launches.
  • Develop or contribute to internal tools that speed up ticket resolution and trend analysis.
  • Coach support engineers and conduct case reviews to strengthen the team’s technical expertise.

Requirements

  • B.S. in Computer Science, Engineering (Mechanical/Electrical), or another technical field.
  • 6+ years of experience in technical support, field engineering, or systems engineering with distributed, hardware-integrated products.
  • Familiarity with ELD-related rules and regulations.
  • Strong customer service and interpersonal skills with the ability to influence contributors and leaders across the company.
  • Excellent written and verbal communication skills, with the ability to communicate at both technical and conversational levels.
  • Ability to interface with engineers, translate complex technical concepts into everyday language, and work with SaaS systems.
  • Demonstrated resourcefulness, creativity, and problem-solving skills.
  • Ability to adapt and thrive in a fast-paced, dynamic work environment.
  • Experience in direct customer interaction, incident response, and a rotational after-hours/on-call support cadence.
  • Preferred: experience with fleet regulatory requirements for compliance.
  • Preferred: experience in the telematics industry.
  • Preferred: data analysis skills using Python, SQL, and Tableau.

Benefits

  • Above-market total compensation with base salary, performance-based bonus/variable pay, and equity for eligible roles.
  • Flexible, employee-led remote work model.
  • Professional development stipend.
  • Comprehensive health plans.
  • Parental leave plans.
  • Opportunity for above-market compensation for top performers in a high-growth public company.
  • Flexible working arrangements, including in-person, hybrid, or fully remote roles where applicable.

Interested in this position?

Apply directly on the company website

Apply Now

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