Product Support Engineer - Cameras

Samsara•Salt Lake City, UT

20h

About The Position

About the role: We are looking for an experienced Product Support Engineer to join our Global Technical Support organization, with a primary focus on Safety Cameras. This role is designed for a technical leader who thrives on solving the most challenging escalations at the intersection of hardware, firmware, and AI-driven edge computing. You will serve as a critical bridge between our customers, field teams, and R&D, ensuring that our hardware products—ranging from dash cameras to complex multi-camera architectures—operate with maximum reliability in the field. This role is open to candidates residing in the US except Alaska, Austin Metro, Boulder Metro, California, Chicago Metro, Connecticut, Dallas Metro, Denver Metro, Houston Metro, Maryland, Massachusetts, New Jersey, New York, Rhode Island, Seattle Metro, and Washington, D.C. 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.

Requirements

Bachelor of Science (B.S.) degree in Automotive Engineering, Mechanical Engineering, Electrical Engineering, or similar field.
6+ years of experience in technical support, field engineering, or systems engineering, specifically with distributed, hardware-integrated products.
Proficiency using diagnostic tools (multimeter, oscilloscope, power supply, CAN/LIN analyzers).
Strong understanding of electrical fundamentals: voltage, current, resistance, grounding, signal integrity.
Deep knowledge of automotive or industrial electrical systems (12V/24V architectures, ignition signals, fusing).
Exceptional ability to translate complex technical concepts, including firmware or AI behaviors, into clear, professional explanations for diverse audiences, from customers to executives.
Demonstrated strong resourcefulness, creativity, and problem-solving skills.
Adaptability and ability to thrive in a fast-paced, dynamic work environment.
Experience in direct customer interaction, incident response, and 24/7 on-call support is essential.
Willingness to travel to customer locations for on-site investigations as needed (approximately 25% travel).

Nice To Haves

Prior experience with video safety systems, automotive electronics, or complex camera architectures.
Automotive or heavy equipment experience.
Electro-mechanical systems expertise.
Data Analysis skills; Python, SQL and Tableau.

Responsibilities

Serve as the final escalation point for intricate hardware and firmware issues, managing complex investigations from initial triage to definitive root cause resolution.
Conduct comprehensive, end-to-end debugging across the entire stack, including hardware components, firmware, gateways, and AI/ML pipelines.
Analyze device telemetry and fleet-level patterns using internal tools, translating raw data and logs into clear, actionable technical narratives.
Drive continuous product improvement by leading post-mortem analyses to identify root causes, systemic issues, key learnings, and actionable trends.
Collaborate closely with the R&D team, using support trend analysis to develop superior customer solutions.
Lead technical feedback for new hardware to ensure supportability and meet installation requirements well before general availability.
Define success criteria, validation plans, and operational runbooks for new hardware launches, ensuring global support team readiness.
Lead on-site technical investigations and manage beta deployments for next-generation hardware, often in demanding environments.
Develop or contribute to internal diagnostic tools to significantly accelerate ticket resolution and trend analysis.
Elevate the organization's technical expertise by providing technical coaching and conducting case reviews for support engineers.