Manager, Technical Support at Samsara

, , -

Full Time

Start Date

Immediate

Expiry Date

10 Feb, 26

Salary

0.0

Posted On

12 Nov, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Support, Analytical Skills, Communication Skills, Project Management, Relationship Building, Customer Satisfaction, Team Management, Onboarding, Mentoring, Zendesk, Industrial Systems, Electronics, Problem Solving, Collaboration, Data-Driven, Fast-Growing Environment

Industry

Software Development

Description

Who we are Samsara (NYSE: IOT) is the pioneer of the Connected Operations™ Cloud, which is a platform that enables organizations that depend on physical operations to harness Internet of Things (IoT) data to develop actionable insights and improve their operations. At Samsara, we are helping improve the safety, efficiency and sustainability of the physical operations that power our global economy. Representing more than 40% of global GDP, these industries are the infrastructure of our planet, including agriculture, construction, field services, transportation, and manufacturing — and we are excited to help digitally transform their operations at scale. Working at Samsara means you’ll help define the future of physical operations and be on a team that’s shaping an exciting array of product solutions, including Video-Based Safety, Vehicle Telematics, Apps and Driver Workflows, and Equipment Monitoring. As part of a recently public company, you’ll have the autonomy and support to make an impact as we build for the long term. About the role: You will be responsible for managing a team of Tier 1 Technical Support Specialists in our Bengaluru office, directly monitoring, reporting, and driving improvements in team-level metrics and KPI’s, keeping up with new products and ongoing training and developing processes. Your work will be collaborative in nature, working together with managers in multiple support locations to serve our customers. Your work will be cross-functional in nature and will involve working cross-functionally with Product Management, Engineering, Sales, Operations, and Marketing on a weekly basis. Experience in a technical support role, proven analytical skills, and strong communication skills are a must. You should be comfortable acting as an escalation point with customers, development teams, and sales teams, and be able to manage projects through to completion. Relationship building, prioritization of projects, and super-effective communication define you. Our current Support team brings a diverse set of technical interests and experiences, from hacking on Raspberry Pi’s and building web applications, to building gaming computers and rebuilding guitars. We're looking for technically minded, data-driven builders to join our fast-growing team, where you will have a big impact on the success of the product and the company. This is a hybrid position with 3 days work from our Bengaluru office. You must express the T readiness to work in a 24x7 operational environment. 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: Directly manage a team of Tier 1 Technical Support Specialists and assist in recruiting and hiring to support rapid growth Maintain a high degree of customer satisfaction with the Support Team while ensuring the team meets established SLA’s Highly visible to the local team and active in managing schedules and making real-time adjustments to assignments to ensure fast response and quality service Produce reporting that demonstrates team effectiveness to Engineering, PM, and Leadership Explore, implement, and integrate systems that will help the team scale through tremendous growth Successfully manage onboarding and continuous education for members of the team Manage interactions between Support and other departments pertaining to customer issues/feedback Mentoring new hires as the organization grows quickly Model and support the Samsara cultural principles - Obsess over customers, build for the long term, and challenge yourself Minimum requirements for the role: B.A./B.S. required, preferably in a technical or quantitative field 5 years of experience in a high volume technical support role 2+ years of experience leading a team Strong spoken and written language skills for working with high-value customers and publishing documentation Interest in working in a fast-growing environment with changing responsibilities, and a tolerance for ambiguity Experience with industrial systems, electronics, tinkering with cars, or similar hands-on work is a plus Experience managing remote workers is a plus Experience with Zendesk is a plus At Samsara, we welcome everyone regardless of their background. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, gender, gender identity, sexual orientation, protected veteran status, disability, age, and other characteristics protected by law. We depend on the unique approaches of our team members to help us solve complex problems and want to ensure that Samsara is a place where people from all backgrounds can make an impact. Benefits Full time employees receive a competitive total compensation package along with employee-led remote and flexible working, health benefits, and much, much more. Take a look at our Benefits site to learn more. Accommodations Samsara is an inclusive work environment, and we are committed to ensuring equal opportunity in employment for qualified persons with disabilities. Please email accessibleinterviewing@samsara.com or click here if you require any reasonable accommodations throughout the recruiting process. Flexible Working At Samsara, we embrace a flexible working model that caters to the diverse needs of our teams. Our offices are open for those who prefer to work in-person and we also support remote work where it aligns with our operational requirements. For certain positions, being close to one of our offices or within a specific geographic area is important to facilitate collaboration, access to resources, or alignment with our service regions. In these cases, the job description will clearly indicate any working location requirements. Our goal is to ensure that all members of our team can contribute effectively, whether they are working on-site, in a hybrid model, or fully remotely. All offers of employment are contingent upon an individual’s ability to secure and maintain the legal right to work at the company and in the specified work location, if applicable. Fraudulent Employment Offers Samsara is aware of scams involving fake job interviews and offers. Please know we do not charge fees to applicants at any stage of the hiring process. Official communication about your application will only come from emails ending in ‘@samsara.com’ or ‘@us-greenhouse-mail.io’. For more information regarding fraudulent employment offers, please visit our blog post here.

Responsibilities

You will manage a team of Tier 1 Technical Support Specialists, ensuring high customer satisfaction and meeting established SLAs. Your role will involve collaboration with various departments and driving improvements in team metrics and processes.