Manager, Technical Support Engineering

About the role:

You will be responsible for managing a Tier 2 Technical Support team which is made up of highly skilled and professional Technical Support Engineers delivering direct customer support and assisting Tier 1 support teams. You will be responsible for directly monitoring, reporting, and driving improvements in team-level metrics and KPI’s, keeping up with new products and ongoing training and developing processes. Your work will be collaborative in nature, working together with managers in multiple support locations to serve our customers. Your work will also be cross-functional in nature and will involve working cross-functionally with Product Management, Engineering, Sales, Operations, and Marketing on a weekly basis.

This is a remote position open to candidates residing in the United Kingdom. This position requires working hours in GMT timezone with some overlap with US hours for coordination and meetings. Relocation assistance will not be provided for this role.

You should apply if:

• You want to impact the industries that run our world: Your efforts will result in real-world impact—helping to keep the lights on, get food into grocery stores, reduce emissions, and most importantly, ensure workers return home safely.
• You are the architect of your own career: If you put in the work, this role won’t be your last at Samsara. We set up our employees for success and have built a culture that encourages rapid career development, countless opportunities to experiment and master your craft in a hyper growth environment.
• You’re energized by our opportunity: The vision we have to digitize large sectors of the global economy requires your full focus and best efforts to bring forth creative, ambitious ideas for our customers.
• You want to be with the best: At Samsara, we win together, celebrate together and support each other. You will be surrounded by a high-calibre team that will encourage you to do your best. 

In this role, you will: 

• Directly manage a team of highly motivated Technical Support Engineers
• Be accountable for the performance of multiple support channels ensuring proper coverage of queues and productivity of the team  
• Maintain a high degree of customer satisfaction with the Support Team while ensuring the team meets established SLA’s and working efficiently
• Partners with Senior Leadership to establish goals and objectives around customer satisfaction, organization efficiency, and employee engagement
• Produce reporting that demonstrates team effectiveness to support team, other departments, and Senior Leadership
• Review reports and operations to understand the success of the operation and propose and execute approved initiatives
• Successfully manage onboarding and continuous education for members of the team
• Manage interactions between with other departments to address issues and provide feedback related to customer feedback
• Mentor new hires as the organization grows quickly
• Develop and support career paths within the Support team and throughout the organization
• 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
• Hire, develop and lead an inclusive, engaged, and high performing team

Minimum requirements for the role:

• B.A./B.S. required, preferably in a technical or quantitative field (engineering, applied math, etc.)
• 10+ years of experience with 5+ years of leadership experience in technical support 
• Experience working with all types/sizes of customers and able to represent the team internally and externally to senior management and executives

An ideal candidate also has:

• Knowledge and experience in both hardware and software support
• Experience working in the Fleet Management, Transportation, and Industrial industries
• Ability to balance and go between strategic projects and initiatives, and tactical day-to-day management of a team (including actively coaching on case handling, monitoring of queues & schedules)
• Skill in examining and re-engineering operations and procedures, formulating policy, and developing and implementing new strategies and procedures
• Strong spoken and written language skills for working with high-value customers and publishing documentation
• Ability to identify and interpret long-term information system needs on an organizational basis
• Skill in the development and documentation of operating and administrative policies and procedures
• Ability to investigate problems and develop creative solutions to complex human resource issues
• Interest in working in a fast-growing environment with changing responsibilities and tolerance for ambiguity