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Manager, Technical Support Engineering

Samsara, Remote - UK

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Who we are

Samsara (NYSE: IOT) is the pioneer of the Connected Operations Cloud, which allows businesses that depend on physical operations to harness IoT (Internet of Things) data to develop actionable business insights and improve their operations. Founded in San Francisco in 2015, we now employ more than 1,800 people globally and have over 1.5 million active devices. Samsara also went public in December 2021 and we’re just getting started. 

Recent awards we’ve won include: 

  • #2 in the Financial Times’ Fastest Growing Companies in Americas list 2021
  • Named as a Best Place to Work in Built In 2022 
  • #19 in the Forbes Cloud 100 2021  
  • IoT Analytics Company of the Year in 2022’s IoT Breakthrough Winners 
  • Forbes Advisor named us the Best Solution for Large Companies - Fleet management software for 2022!

We're driving change in industries that are yet to fully embrace digital transformation. Physical operations make up a massive slice of the global economy but haven’t benefited from innovation and actionable information in the way that other sectors have. The potential for scale and impact is huge.

About the role:

In this role, you will have the opportunity to lead a Technical Support Engineering team, which is responsible for the delivery of service to our customers. Your duties will include 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 be cross-functional in nature and will partner with Product Management, Customer Success, Engineering, Sales, Operations, and Marketing on a weekly basis.

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.
  • Act as the voice of the customer within Samsara to escalate problems and to drive prioritization of business needs, especially for our Enterprise customers.
  • Maintain a high degree of customer satisfaction with the Support Team while ensuring the team meets established SLA’s and working efficiently.
  • Partner 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 analyze 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.)
  • 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 analyze 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, race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, etc. 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.

Accommodations

Samsara is an inclusive work environment, and we are committed to ensuring equal opportunity in employment for qualified persons with disabilities. Please email [email protected] or click here if you require any reasonable accommodations throughout the recruiting process.

US Only: Please note that Samsara’s COVID-19 vaccination policy requires all team members who will be meeting in person for business or working from one of our offices to be fully vaccinated against COVID-19 or submit regular testing. People who cannot be vaccinated for qualifying medical conditions, sincerely held religious beliefs, and other legally protected categories, may request an accommodation.

Benefits

Our target total compensation market position is in the top 25% of all software and hardware companies. Our full time employees receive an above market-rate salary, an outstanding equity offering, employee-led remote and flexible working, health benefits, personal development, Samsara for Good charity fund, and much, much more. Take a look at our Benefits site to learn more.  

Flexible Working 

At Samsara, we have adopted a flexible way of working, enabling teams and individuals to do their best work, regardless of where they’re based. We value in-person collaboration and know a change of scenery and quiet space to work is welcomed from time to time, but also appreciate that the world of work has changed. Our offices remain open for those who prefer to collaborate or work in-office, but we also encourage fully remote applicants. As most roles are not required to be in the office, we are able to hire remotely where Samsara has an established presence. If a role is required to be in a certain location and candidates do not have work authorization for that location, Samsara will conduct an immigration assessment. If the role is not required to be in a specific location, Samsara will move forward with the remote location that works best for the business. All offers of employment are contingent upon an individual’s ability to secure and maintain the legal right to work at the company. 

About Samsara

About Breakthroughs in semiconductors are making sensors smaller and radically cheaper, and wireless Internet connectivity is becoming ubiquitous. Yet traditional enterprise-scale sensor systems still require complex infrastructure, from hard-wired networks to servers, middleware, and custom code. As a result, sensor projects can take months — if not years — to bring online. Samsara disrupts the traditional sensor model with an integrated, software-centric solution. Our products combine plug-and-play sensors, wireless connectivity, and rich cloud-hosted software, all tightly-integrated for simple deployment. Samsara was founded in early 2015 by Sanjit Biswas and John Bicket. Sanjit and John previously co-founded Meraki, the cloud networking leader. Meraki was acquired by Cisco for $1.2 billion in 2012, and under Sanjit and John's continued leadership became one of Cisco’s fastest growing businesses. Samsara’s team includes veteran executives and technical leaders from companies including Google, Apple, and Meraki, who bring experience in big data, cloud software, and hardware design. In Sanskrit, "Samsara" is the eternal cycle of life and rebirth.

Samsara

Want to learn more about Samsara? Visit Samsara's website.