Product Support Engineer

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Requirements:

• 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).

Responsibilities:

• 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.