Product Support Engineer

About the role:

We are looking for an experienced Product Support Engineer to join our Global Technical Support organization. In this role, you will be focused on solving mission-critical issues across all Samsara hardware gateway products. You will provide debugging, failure analysis, and design feedback to our Firmware and Hardware Engineering teams with the primary goal of improving product reliability to ensure a world-class customer experience. This role is a combination of troubleshooting and creative problem-solving with a strong customer focus.

This is a remote position open to candidates based in Mexico. This position requires the ability to travel to customer locations for on-site investigations as needed (~10% Travel).

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-caliber team that will encourage you to do your best. 

In this role, you will: 

• Perform post-sales onsite HW troubleshooting of company critical issues including conducting analysis of field failures and identifying product quality and reliability risks. 
• Analyze product support trends and partner with the R&D team to build a world-class customer solution.
• Serve as a subject matter expert and educator to our Global Technical Support team.
• Lead post-mortem analyses to identify learnings, root causes, systematic patterns that need attention, improvement opportunities, and relevant trends.
• Build world-class tools to automate manual processes, and develop SQL queries to accelerate investigations and analysis of issues.
• Be part of a 24/7 on-call rotation schedule responsible for triaging outages.
• 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

Minimum requirements for the role:

• B.S. degree in Electronics, Mechatronics or similar field.
• Full professional fluency in English and Native level fluency in Spanish.
• 2-3 years of experience in debugging electrical or automotive systems.
• 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).

An ideal candidate also has:

• Automotive or heavy equipment experience.
• Electro-mechanical systems expertise.
• Data Analysis skills; Python, SQL and Tableau.