Manager, Product Support Engineering

About the role:

As a Manager of Product Support Engineering reporting to Senior Director, L3 Technical Support, you will grow, develop, and motivate a team of technical experts and supervise the day-to-day operations of your team. You will work across the Samsara solution set, working hand in hand with the broader Technical Support, Engineering, and Product Management teams for fast resolution of complex technical issues with ongoing proactive steps for faster resolution, product supportability, and ticket deflection. You will handle customer escalations related to product defects, and work with Support, Engineering, and other Samsara resources, to set and manage customer expectations as needed.

Day-to-day operations include facilitating the prioritization and resolution of defects, product supportability, driving high customer satisfaction, and spearheading engagement with cross-functional teams including Customer Success, Support managers, Software Development, and Hardware Engineering. The ultimate outcomes you will be contributing to are an unparalleled customer experience coupled with excellent efficiency and efficacy.

This is a remote position open to candidates residing in the US.

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-calibre team that will encourage you to do your best. 

In this role, you will:

• Employee Excellence: Mentor and support a team of Product Support Engineers (PSEs), setting clear performance expectations, conducting reviews, and fostering career growth.
• Cross-Functional Collaboration: Work with teams across Support, R&D, Implementation, and Customer Success teams to resolve issues and proactively address customer pain points.
• Product Supportability & Quality: Drive strategies to address top ticket drivers and feedback; influence R&D prioritization through strong support advocacy.
• Issue Resolution: Lead escalations with cross-functional teams, ensuring SLA/OLA adherence and regular alignment with Engineering on defect timelines.
• Team Development: Hire and grow inclusive, high-performing teams across geographies.
• Process Optimization: Improve support workflows by identifying efficiency gains, automation opportunities, and self-service enhancements.
• Data & KPIs: Leverage data and KPIs to drive decisions that improve customer experience and product quality.
• On-Call Rotation: Participate in the Support Manager on-call rotation (~once every 6–8 weeks).
• Preventative Maintenance: Partner with Hardware Engineering to develop proactive monitoring and maintenance strategies.
• Staffing & Capacity: Plan staffing needs, upskill team members, and align resources with growth and business goals.
• Cultural Leadership: Champion and embody Samsara’s cultural principles as we scale globally.

Minimum requirements for the role:

• 5–7 years of experience in a technology company, including 3+ years in leadership roles within L3 Support, Sustaining Engineering, or Developer Support.
• Bachelor’s degree in Engineering, Computer Science, Information Systems or a related field.
• Proven ability to lead 8+ technical engineers (SMEs) across geographies, with strong cross-functional collaboration and influence on R&D.
• Background in hardware and software L3 support, preferably in telematics or IoT environments.
• Experience with connected hardware and cloud-based solutions using cellular, GPS, Bluetooth, and satellite technologies.
• Working knowledge of CAN protocols, OBD-II, J1939, and vehicle diagnostics in automotive or fleet management contexts.
• Familiarity with firmware, diagnostic tools, and embedded systems is a plus.
• Track record of influencing Product Supportability priorities through data analysis and customer feedback.
• Skilled in handling complex technical issues and escalations, identifying root causes, and driving resolution across Product, Engineering, and Support.
• Strategic thinker with the ability to define vision, drive KPIs/OKRs, and scale solutions effectively.
• Strong analytical and problem-solving skills, with a customer-first mindset and passion for operational excellence.
• Excellent collaborator with experience working across Support, Engineering, Product, and Sales to advocate for customers and influence product improvements.

An ideal candidate also has:

• MBA is a plus.
• Experience using AI to enhance diagnostics, automate insights, and reduce resolution time in complex support cases.
• Proven ability to stay focused and make sound decisions under pressure and tight deadlines.
• Strong communicator, effective across diverse stakeholders.
• Influential leader with the ability to align cross-functional teams.
• Skilled in hiring, developing, and retaining high-performing talent.
• Experience with Databricks or Tableau; ability to write SQL queries for data extraction and analysis is a plus.