Product Support Engineer
New
S
SamsaraIoT, Fleet Management
Remote - USFull-TimeSenior
Salary90,142.5 - 136,350 USD per year
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Job Details
- Experience
- 6+ years
- Required Skills
- PythonSQLIoTJiraTableauTechnical supportSaaS
Requirements
- B.S. in Computer Science, Engineering (Mechanical/Electrical), or other technical field.
- 6+ years of experience in technical support, field engineering, or systems engineering.
- Experience with distributed, hardware-integrated products.
- Familiarity with ELD related rules and regulations.
- Strong technical know-how in SaaS systems and translating complex concepts.
- Excellent customer service and interpersonal skills.
- Excellent written and verbal communication skills.
- Demonstrated resourcefulness, creativity, and problem-solving skills.
- Ability to thrive in a fast-paced, dynamic work environment.
- Experience in direct customer interaction and incident response.
- Participation in a rotational after-hours/on-call support cadence is essential.
Responsibilities
- 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 issues and Jira tickets with R&D to drive timely fixes.
- Analyze device telemetry and fleet-level patterns using internal tools to create technical narratives.
- Provide technical support for audits and inspections in collaboration with Escalations, Product, and Legal teams.
- Lead post-mortem analyses to identify root causes, systemic issues, and actionable trends.
- Develop or contribute to internal tools to accelerate ticket resolution and trend analysis.
- Define success criteria, validation plans, and operational runbooks for new feature launches.
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