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Samsara (NYSE: IOT) is seeking an experienced Product Support Engineer III to join its Global Technical Support organization in Bengaluru. This is a senior individual contributor role focused on leading complex investigations across Samsara's mobile ecosystem, which powers connected operations for industries including agriculture, construction, field services, transportation, and manufacturing.
In this role, you will serve as the primary L3/PSE owner for high-impact mobile issues spanning driver apps, fleet management, routing and dispatch, asset maintenance, and connected workflows. You will lead structured, hypothesis-driven investigations to identify root causes across mobile clients, backend services, and configuration layers. Your responsibilities include partnering closely with engineering teams (Mobile Experience, Driver Management, Routing & Dispatch, Connected Workflows, Asset Maintenance, Compliance, Product Security) to assess impact, prioritize fixes, and influence product roadmaps for improved reliability and observability.
You will own customer and stakeholder communication for critical issues, crafting clear business impact assessments, providing periodic updates to Support, CSMs, Sales, and Product teams, and delivering post-incident summaries suitable for senior audiences globally, with particular attention to EMEA regulatory and regional considerations. You will proactively identify patterns across customer tickets and incidents to recommend product and tooling improvements such as enhanced logging, app-state capture, diagnostics, and in-app guardrails that reduce future support volume and resolution time.
Additionally, you will contribute to and maintain internal runbooks, incident playbooks, and knowledge base content for mobile workflows, ensuring they reflect regional nuances and language support. You will mentor and coach L2 engineers, raising the bar on troubleshooting depth and technical rigor across the support organization.
This role is ideal for a technical leader who thrives on solving complex mobile-related issues with a strong focus on customer impact, operational workflows, and regulatory considerations. You will have the autonomy to drive investigations end-to-end and influence product quality at scale within a recently public, high-growth company.
