Product Support Engineer

Samsara

15h•$90,143 - $121,200•Remote

About The Position

We are looking for an experienced Compliance Product Support Engineer to join our Global Technical Support organization. This role is designed for a technical leader who thrives on solving the most challenging escalations at the intersection of regulatory law, IOT systems, and data integrity. Our customers rely on Samsara to comply with the workplace safety requirements established by the Department of Transportation (DoT/FMCSA) to help create a safer work environment for drivers, and make it easier and faster to accurately track, manage, and share records of duty status (RODS) data. You will serve as the primary technical authority for the software components associated with the ELD compliance product. You are the critical bridge between our customers, field teams, and R&D, ensuring that our product maintains 100% accuracy in recording Hours of Service (HOS) and Records of Duty Status (RODS). This role is open to candidates residing in the US except the San Francisco Bay Metro Area, NYC Metro Area, and Washington, D.C. Metro Area.

Requirements

B.S. in Computer Science, Engineering (Mechanical/Electrical), or other technical field.
6+ years of experience in technical support, field engineering, or systems engineering, specifically with distributed, hardware-integrated products.
Familiarity with ELD related rules and regulations.
Excellent customer service and interpersonal skills coupled with the ability to influence individual contributors and leaders across the company.
Excellent written and verbal communication skills, you can speak at technical and conversational levels.
Technical know-how - you’re comfortable interfacing with engineers, translating complex technical concepts into everyday language, and working with SaaS systems.
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 participation in a rotational after-hours/on-call support cadence is essential.

Nice To Haves

Experience with fleet regulatory requirements for compliance.
Experience in Telematics industry is a plus.
Data Analysis skills; Python, SQL and Tableau.

Responsibilities

Serve as the final escalation point for intricate ELD compliance product for post-sales customers.
Own the end-to-end lifecycle of complex product issues, coordinating Possible issues and Jira tickets with R&D to drive timely fixes and clear stakeholder visibility.
Analyze device telemetry and fleet-level patterns using internal tools, translating raw data and logs into clear, actionable technical narratives.
Provide technical support for audits & inspections in collaboration with our Escalations, Product and Legal teams
Drive continuous product improvement by leading post-mortem analyses to identify root causes, systemic issues, key learnings, and actionable trends.
Collaborate with Support and R&D teams to resolve customer issues and escalations, using support trend analysis to develop superior customer solutions.
Lead technical feedback for new products to ensure supportability and ease of customer understanding.
Define success criteria, validation plans, and operational runbooks for new feature launches, ensuring global support team readiness.
Develop or contribute to internal 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.