Product Support Engineer

Samsara, London, UK

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Samsara, founded in 2015, is a leader in Industrial IoT and our mission is to increase the efficiency, safety, and sustainability of the operations that power our economy. Our solutions combine hardware and software to bring real-time visibility, analytics, and AI to operations across various industries. Samsara’s fast-growing team is headquartered in San Francisco, with offices in San Jose, Atlanta, and London. Our team has raised over $530M from Andreessen Horowitz, General Catalyst, Tiger Global, and Dragoneer.


Samsara is looking for a smart, ambitious Product Support Engineer to help support Samsara’s rapidly-growing Internet of Things solution. Samsara works with a wide range of industrial companies ranging from commercial transportation firms to oil and gas companies and large-scale food producers. Our team brings a diverse set of technical interests and experiences. We’re looking for technically minded builders to join our fast-growing team, where you can have a big impact on the success of the product and the company.

This is a full-time position at our office in Aldgate, East London.


In this role you will:

* Identify and resolve hardware and software issues for post-sales customers, traveling onsite as necessary

* Project manage our response to complex technical escalations, acting as the single point of contact to ensure stakeholders are in the loop

* Provide regular technical issue updates to Samsara’s executive leadership team

* Lead post-mortem analyses to identify learnings, root cause, systematic patterns that need attention, improvement opportunities and relevant trends

* Work closely with engineering to reproduce bugs and build testbeds as necessary

* Serve as a subject matter expert and educator to our global customer support team 

* Champion, role model, and embed Samsara’s cultural principles (Obsess Over the Customer, Build for the Long Term, Growth Mindset) as we scale globally and across new offices.


An ideal candidate has:

* A College graduate with a technical degree or equivalent hands-on experience (Computer Engineering, Mechanical Engineering, MIS, etc.)

* 4-6 years of experience in technical product support or field technical support

*Ability to work flexible hours, on rotation with a multi region team for 24/7 support of incidents

* Ability for up to 25% travel


Preferred skills: 

*Executive presence & communication - you have excellent written and verbal communication skills tailored to a senior leadership audience

*Leadership without authority - you have the strong project management skills necessary to prioritise, delegate, and drive action across departments

*Operational urgency - you have hands-on experience delivering business results under tight timelines

*Technical know-how - you’re comfortable interfacing with engineers, translating complex technical concepts into everyday language, and working with SaaS systems

*Levelheadedness - you’re confident and calm amidst high pressure situations


At Samsara, we welcome all. All sizes, colors, cultures, sexes, beliefs, religions, ages, people. 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.

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.


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