Product Support Engineer

Overview

Samsara (NYSE: IOT) is the pioneer of the Connected Operations™ Cloud, a platform that enables organizations that depend on physical operations to harness Internet of Things (IoT) data to develop actionable insights and improve their operations. At Samsara, we are helping improve the safety, efficiency and sustainability of the physical operations that power our global economy. Representing more than 40% of global GDP, these industries are the infrastructure of our planet, including agriculture, construction, field services, transportation, and manufacturing — and we are excited to help digitally transform their operations at scale.

Working at Samsara means you’ll help define the future of physical operations and be on a team shaping product solutions, including Video-Based Safety, Vehicle Telematics, Apps and Driver Workflows, and Equipment Monitoring. As part of a recently public company, you’ll have the autonomy and support to make an impact as we build for the long term.

About the role

We are looking for an experienced Compliance Product Support Engineer to join our Global Technical Support organisation. This role is designed for a technical leader who thrives on solving the most challenging escalations at the intersection of regulatory law, IoT systems, and data integrity. Our customers rely on Samsara to comply with the workplace safety requirements established by the Department of Transportation (DoT/FMCSA) to help create a safer work environment for drivers and to track, manage, and share records of duty status (RODS) data. You will serve as the primary technical authority for the software components associated with the ELD compliance product. You are the critical bridge between our customers, field teams, and R&D, ensuring that our product maintains 100% accuracy in recording Hours of Service (HOS) and Records of Duty Status (RODS).

You should apply if

• You want to impact the industries that run our world: your efforts will support real-world impact, including maintaining reliability, reducing emissions, and helping workers return home safely.
• You are the architect of your own career: this role supports career development and opportunities to master your craft in a hyper-growth environment.
• You’re energized by our opportunity: the vision to digitise large sectors of the global economy requires focus and creative ideas for customers.
• You want to be with the best: you will work with a high-caliber team that encourages you to do your best.

In this role, you will

• 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 possible issues and Jira tickets with R&D to drive timely fixes and clear stakeholder visibility.
• Analyse 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 our 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, using support trend analysis to develop superior customer solutions.
• 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, ensuring global support team readiness.
• Develop or contribute to internal tools to significantly accelerate ticket resolution and trend analysis.
• Elevate the organisation's technical expertise by providing technical coaching and conducting case reviews for support engineers.

Minimum requirements for the role

• 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 across the company.
• Excellent written and verbal communication skills; able to speak at technical and conversational levels.
• Technical know-how - comfortable interfacing with engineers, translating complex technical concepts into everyday language, 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 is essential.

An ideal candidate also has

• Experience with fleet regulatory requirements for compliance.
• Experience in Telematics industry is a plus.
• Data Analysis skills; Python, SQL and Tableau.

Total Rewards

At Samsara, we build for the people who keep the global economy moving. Our rewards are designed to fuel high-impact builders with above-market total compensation through base salary, performance-based bonus/variable pay, and equity (for eligible roles). We also provide a flexible, employee-led remote model, a professional development stipend, comprehensive health and parental leave plans, and more.

Flexible Working

We embrace a flexible working model that caters to diverse needs. Offices are available for in-person work, and remote work is supported where it aligns with operations. Some roles require proximity to a specific location to facilitate collaboration; the job description will indicate any location requirements. All offers are contingent upon the ability to secure and maintain the legal right to work.

Belonging at Samsara

We welcome everyone regardless of background. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other characteristics protected by law.

Accommodations

Samsara is committed to equal opportunity in employment for qualified persons with disabilities. Please email accessibleinterviewing@samsara.com if you require any reasonable accommodations during the recruiting process.

Our Commitment to Authenticity

We use Tofu, a fraud detection tool, to validate the authenticity of applications and protect against identity fraud. This ensures we are connecting with real people and allows us to prioritize genuine candidates. See Samsara’s Candidate Privacy Notice for more information.

Fraudulent Employment Offers

Samsara is aware of scams involving fake job interviews and offers. We do not charge fees to applicants at any stage of the hiring process. Official communication will come from emails ending in @samsara.com, @us-greenhouse-mail.io or @mail3.guide.co. For more information regarding fraudulent employment offers, please visit our blog post.

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