Director, Technical Support Engineering (L2 Support)

Samsara

18h•$132,720 - $213,300•Remote

About The Position

Samsara (NYSE: IOT) is seeking a passionate and visionary support leader to join as the Director, Technical Support Engineering. This role is focused on making customers successful by advocating on their behalf, resolving technical issues, and maintaining high-quality service. The Technical Support Engineering team is responsible for delivering world-class 24x7 technical support to Samsara’s rapidly expanding mid-market and enterprise user-base during a period of hyper growth. This position requires a blend of technical support understanding in SaaS and equipment expertise. Reporting to the Vice President of Global Customer Support, the Director will grow, develop, and motivate a team of technical experts, lead day-to-day operations, and work closely with Customer Success, Engineering, and Product Management teams. The role involves leading support teams organized by product specialty, handling escalations, managing delivery partners, and overseeing follow-the-sun case handling. Key responsibilities include facilitating case resolution, driving customer satisfaction, engaging with cross-functional teams, and ensuring a high level of service for Enterprise customers, including first-contact experience and a white-glove experience. This is a remote position open to candidates based in the U.S. Relocation assistance will not be provided.

Requirements

BS in Engineering (Computer Science, Information Systems, or related field), MBA is a plus.
10+ years of leadership experience in Technical Support, Engineering, or Operations environment at Senior Manager or Director level.
Combination of hardware/equipment and cloud-based product experience.
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.
Strong experience and familiarity with AI tools like Claude, Gemini. Glean, Granola, etc to analyse and synthesize content. Be able to role model and champion AI usage within the team.
Experience creating and implementing scalable standard operating procedures, performance metrics, and feedback mechanisms.
Superior verbal and written communication skills to be effective at collaborating with a wide variety of individuals.
Strong operational excellence skills to drive effective execution of the team’s vision and operational metrics.
Experience in handling highly visible escalations and working cross-functionally with the Product, Sales, and Customer Success teams to resolve.
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, high tension, and tight deadlines.
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.

Nice To Haves

MBA is a plus.

Responsibilities

Lead and scale the current team of 70+ remote and in-office support agents, engineers, and managers, across multiple time zones.
Ensure contractual SLAs on response times and internal OLAs on resolution times are met across all communication channels (phone, web, chat) against committed targets.
Drive resolution on technical issues affecting our customers in coordination with Product, Sales, and Customer Success.
Hire, develop, and lead inclusive, engaged, and high-performing teams across several geographies.
Improve CSAT and NPS by ensuring customer health insights are delivered to Product Management, Engineering, Sales, and Customer Success.
Adapt and implement tools, metrics, and processes to enhance customer experiences and improve efficiency.
Oversee customer experience and operational excellence for support of Samsara’s portfolio of products and services.
Work closely with cross-functional teams and regional partners to drive world-class customer experience.
Deliver exceptional customer satisfaction by meeting and exceeding all operational and company CSAT targets.
Conduct reviews to accelerate the closure of support cases and to identify case-handling issues by providing direct feedback to engineers and management.
Assess existing processes and innovate by working closely with Support to optimize case handling.
Ensure team readiness for supporting new products and services by providing effective training and development.
Measure, maintain, and improve support delivery processes to increase efficiency and provide a world-class customer experience.
Conduct capacity planning, identify staffing requirements, and uplevel existing team’s skills to meet business goals and company growth.
Provide regular employee coaching and ongoing guidance to help team members achieve career development aspirations.
Conduct data analysis and derive performance insights from KPIs to drive decision making that improves customer experience and product quality.
Use data to identify automation opportunities to eliminate problems or make them easier to resolve.
Partner with L3 Support, 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 (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.