Product Support Engineer II

Bachelor’s degree in computer science, software engineering, or related field 8+ years of experience in a technical role supporting products within distributed systems, utilizing a comprehensive solution stack across software and hardware, with cross-functional collaboration Expert in data analytics tools like Databricks and Tableau Experience with SQL and Python Prior technical support experience required Strong problem-solving skills Fluent in English with excellent communication and customer service skills Resourceful, creative, and able to form strong relationships with R&D and product team Able to work in a fast-paced environment Experience in direct customer interaction, incident response, and 24/7 on-call support is essential AI fluency - experience with any of the following (cursor, glean AI assistant, gemini gems, chatgpt) 5+ years of experience in product support, software development or systems engineering for cloud-based products Executive presence & communication - excellent written and verbal communication skills tailored to a senior leadership audience Ability to drive outcomes without authority - strong project management skills Operational urgency - hands-on experience delivering business results under tight timelines Technical know-how - comfortable interfacing with engineers, translating complex technical concepts Levelheadedness - self-assured and calm amidst high-pressure situations Strong bias for action, ability to deep-dive, insistence on the highest standards and work in a hyper-growth environment with shifting priorities

Identify and resolve cloud application issues for customers related to performance, roles & permissions, and reports Identify and resolve complex issues related to Safety solution for post-sales customers across mobile app, dashboard, and hardware Analyze cloud data and logs to drive quality improvement Serve as a subject matter expert and educator to the global customer support team Analyze product support trends and partner with R&D to build a world-class customer solution Lead post-mortem analyses to identify learnings, root causes, and improvement opportunities Collaborate with engineering teams to troubleshoot and resolve product issues Champion, role model, and embed Samsara’s cultural values Participate in an on-call rotation to triage incidents