Director, Technical Support

Who we are

Samsara (NYSE: IOT) is the pioneer of the Connected Operations Cloud, which is a platform that enables organizations that depend on physical operations to harness Internet of Things (IoT) data to develop actionable insights and improve their operations. At Samsara, we are helping improve the safety, efficiency and sustainability of the physical operations that power our global economy. Representing more than 40% of global GDP, these industries are the infrastructure of our planet, including agriculture, construction, field services, transportation, and manufacturing.

Working at Samsara means you’ll help define the future of physical operations and be on a team that’s shaping an exciting array of product solutions, including Video-Based Safety, Vehicle Telematics, Apps and Driver Workflows, Equipment Monitoring, and Site Visibility.

About the role:

Are you a passionate and visionary support leader who thrives in a dynamic high-growth business? Are you a customer experience champion? Do you enjoy working in a highly technical environment? If so, we want you as the Director, Technical Support Engineering (Level 1) at Samsara. The Technical Support Engineering team is focused on making our customers successful by advocating on their behalf, resolving technical issues and challenges, and maintaining the high-quality, white-glove service they expect.

In this role, you will be responsible for delivering world-class 24x7 technical support experience to Samsara’s rapidly expanding mid-market and enterprise user-base. This position requires a unique combination of technical support understanding in SaaS and equipment expertise.

As a leader of Technical Support Engineering reporting to the Vice President of Global Customer Support, you will grow, develop and motivate a team of technical experts and supervise day-to-day operations of your team. You will work across the Samsara solution set, collaborating with the broader Technical Support, Customer Success, Engineering, and Product Management teams.

This is a remote position open to candidates residing in Mexico City.

In this role, you will:

• Scalability: Spearhead and scale the current team of 120+ remote and in-office support agents, engineers, and managers, across multiple time zones.
• Issues Resolution: Drive resolution on technical issues affecting our customers in coordination with Product, Sales, and Customer Success, while adhering to the contractual SLAs and internal OLAs on response and resolution times.
• Team Development: Hire, develop, and direct inclusive, engaged, and high-performing teams across several geographies.
• CSAT, Trends & Insights: Deliver exceptional customer satisfaction by meeting and exceeding all operational and company CSAT targets.
• Increased Efficiency: Adapt and implement tools, metrics, and processes to enhance customer experiences and improve efficiency.
• Feedback Loop: Conduct reviews to accelerate the closure of support cases and to identify case-handling issues by providing direct feedback to engineers and management.
• Process Optimization: Assess existing processes and innovate by working closely with Support to optimize case handling.
• Customer Experience: Measure, maintain, and improve support delivery processes to increase efficiency and provide a world-class customer experience.
• Staffing & Capacity: Conduct capacity planning, identify staffing requirements, and uplevel existing team’s skills to meet business goals and company growth.
• Data & KPIs: Conduct data investigation and derive performance insights from KPIs to drive decision making that improves customer experience and product quality.
• Innovate and Automate: Use data to identify automation opportunities to eliminate problems or make them easier to resolve.
• Customer Escalations: Partner with Sales and Customer Success to address customer feedback and drive high-priority escalated customer issues to resolution.
• Champion, role model, and embed Samsara’s cultural principles as we scale globally and across new offices.
• Hire, develop and lead an inclusive, engaged, and high performing team.

Minimum requirements for the role:

• 10+ years of leadership experience in Technical Support, Engineering, or Operations environment at Senior Manager or Director level.
• Proven ability to take support organizations through rapid growth and expansion.
• Experience managing mid-market and enterprise support teams in a highly technical environment.
• A strategic thinker, able to come up with out-of-the-box solutions at scale.
• Strong analytical, data-driven, problem-resolution, and decision-making skills.
• Experience creating and implementing scalable standard operating procedures, performance metrics, and feedback mechanisms.
• Experience in handling highly visible escalations and working cross-functionally with the Product, Sales, and Customer Success teams to resolve.
• Strong operational excellence skills to drive effective execution of the team’s vision and operational metrics.

An ideal candidate also has:

• BS in Engineering (Computer Science, Information Systems, or related field), MBA is a plus.
• Combination of hardware/equipment and cloud-based product experience.
• Ability to proactively identify risks and dependencies and put in place plans to mitigate them.
• Adaptability, flexibility, and the conviction to “do the right thing” under stress.
• Strong verbal and written communication skills to be effective at collaborating with a wide variety of individuals.
• Ability to influence others, including those outside of the immediate team.
• Must be a strong leader with the ability to attract, motivate, retain and develop people.
• Experience in multiple CRM platforms (e.g. Zendesk, Salesforce) with a drive to leverage the platform to drive operational efficiency.

Benefits

Full time employees receive a competitive total compensation package along with employee-led remote and flexible working, health benefits, Samsara for Good charity fund, and much more.

Accommodations

Samsara is an inclusive work environment, and we are committed to ensuring equal opportunity in employment for qualified persons with disabilities.

Flexible Working

At Samsara, we embrace a flexible working model that caters to the diverse needs of our teams.

Fraudulent Employment Offers

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