Product Support Engineer

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 related to vehicle data and communications. A Product Support Engineer works with our customers, Internal Support Team and Engineering team, 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.

This is a remote position open to candidates residing in the US except Alaska, Austin Metro, Boulder Metro, California, Chicago Metro, Connecticut, Dallas Metro, Denver Metro, Houston Metro, Maryland, Massachusetts, New Jersey, New York, Rhode Island, and Seattle Metro. You are expected to travel to customer locations 10% of the time. 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: 

• Perform post-sales onsite HW troubleshooting of company critical issues including conducting analysis of field failures and identifying product quality and reliability risks. 
• Proliferate lessons learned to R&D and Technical Support teams to incorporate feedback into new product designs and processes.
• Serve as a subject matter expert and educator to our Global Technical Support team.
• Support cross-functional diagnostic coverage improvement projects by reverse engineering vehicle data.
• Present trends and themes of issues seen in the field to leadership and the cross-functional technical team.
• 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. 
• Participate in a 24/7 outage rotation once per quarter.
• 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.
• 5+ years of experience in a Technical Support, Product Support Engineering or similar role.
• 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 (~10% Travel).

An ideal candidate also has:

• FSAE or other automotive experience.
• Experience with querying languages (e.g. SQL) and scripting languages (e.g. Python).
• Experience working with data analytics tools such as Databricks and Tableau.