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 post-sales issues across all Samsara hardware products. A Product Support Engineer travels to our customers to provide field debugging, onsite failure analysis, and feedback to our Engineering teams with the primary goal of improving product reliability to ensure a world-class customer experience.

This role is a combination of CAN bus troubleshooting and creative problem-solving with a strong customer focus. We are looking for hands-on, automotive experienced engineers who are passionate about Samsara’s mission with a “whatever it takes” attitude to resolve issues with a sense of urgency.

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, and 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. 

Click here to learn about what we value at Samsara. 

In this role, you will: 

• Onsite Troubleshooting: Perform post-sales onsite HW troubleshooting of company critical issues including conducting analysis of field failures and identifying product quality and reliability risks. 
• Root Cause Analysis (RCA): Track, escalate, and root cause issues by working with Engineering teams across multiple disciplines (mechanical, electrical, firmware) to close the loop by driving corrective actions to improve the product.
• Lessons Learned: Proliferate lessons learned to Product Development and Technical Support teams to incorporate feedback into new product designs 
• Training: Serve as a subject matter expert and educator to our Global Technical Support team.
• Diagnostic Coverage Improvement: Support cross-functional diagnostic coverage improvement projects by identifying PIDs in customer vehicles.
• Reporting: Present trends and themes of issues seen in the field to leadership and the cross-functional technical team.
• Partnerships: Collaborate with internal teams (Sales Engineering, HW Engineering, Product Management, Technical Support) and customers to prioritize opportunities for product improvement and drive corrective and preventative actions.
• 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 Automotive Engineering, Mechanical Engineering, Electrical Engineering, or similar field.
• 3+ years of related experience in automotive engineering
• Experience with CAN and Data Acquisition Tools (CAN/J1939)
• 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 (~15% Travel).

An ideal candidate also has:

• Knowledge of and experience with Tachograph devices
• Heavy equipment experience and electro-mechanical systems expertise
• FSAE or other automotive experience
• Data Analysis skills. Python, SQL, and Tableau.