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Samsara (NYSE: IOT) is the pioneer of the Connected Operations Cloud, a platform enabling organizations to harness IoT data for actionable insights across physical operations including agriculture, construction, field services, transportation, and manufacturing.
The Mobile Experience PSE team provides advanced technical support and deep product expertise across Samsara's mobile ecosystem, partnering closely with R&D organizations across Mobile Experience, Driver, Routing & Dispatch, Asset Maintenance, and Forms. This role represents the voice of the customer across North America and EMEA while driving operational excellence in escalations and support processes.
As a Product Support Engineer III (senior individual contributor), you will serve as a primary L3/PSE owner responsible for leading complex investigations end-to-end across Samsara's mobile ecosystem. You will work cross-functionally with Engineering and Product teams to drive issue resolution, improve product quality, and influence roadmap decisions that enhance reliability, compliance, and supportability of mobile applications.
Key responsibilities include:
- Acting as primary L3/PSE owner for high-impact and ambiguous mobile issues spanning Driver, Fleet, routing and dispatch flows, Asset Maintenance, Forms, and mobile-to-cloud data mismatches
- Leading structured, hypothesis-driven investigations: defining problems, building reproducible cases, analyzing logs and telemetry, and driving to clear root cause and mitigation across mobile clients, backend services, and configuration layers
- Partnering closely with engineering teams to assess impact and risk, prioritize fixes or mitigations, and influence roadmaps for reliability, observability, and operational guardrails
- Owning customer and stakeholder communication for critical issues, crafting clear business impact assessments, providing periodic updates to Support, CSMs, Sales, and Product, and delivering customer-ready narratives suitable for senior audiences
- Proactively identifying patterns across customer tickets and incidents to recommend and drive product and tooling improvements that reduce future volume and time-to-resolution
- Mentoring and guiding L2 engineers while setting a high bar for technical investigations
This is a senior technical role requiring strong depth, ownership, and leadership in a hyper-growth environment supporting industries that power the global economy.
