Director, Technical Support Engineering (L2 Support)

About this role

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:

Are you a passionate and visionary support leader who thrives in a dynamic high-growth business? Are you a customer experience champion? Do you enjoy working in a highly technical environment? If so, we want you as the Director, Technical Support Engineering at Samsara Inc. The Technical Support Engineering team is focused on making our customers successful by advocating on their behalf, resolving technical issues and challenges, and maintaining the high-quality, white-glove service they expect.

In this role, you will be responsible for delivering world-class 24x7, technical support experience to Samsara’s rapidly expanding mid-market and enterprise user-base, during a time of hyper growth. This position requires a unique combination of technical support understanding in SaaS and equipment expertise.

As a leader of Technical Support Engineering reporting to the Vice President of Global Customer Support, you will grow, develop and motivate a team of technical experts and lead day-to-day operations of your team. You will work across the Samsara solution set, working hand in hand with the broader Technical Support, Customer Success, Engineering, and Product Management teams. You will lead support teams organized by product specialty and focused on the fast resolution of complex technical issues. Your teams provide backline support to customers. You will handle escalations, work with our delivery partners and Samsara resources, track and facilitate follow-the-sun case handling and overall technical support day-to-day operations.

Day-to-day operations include facilitating the resolution of cases, driving high customer satisfaction, spearheading engagement with cross-functional teams including the Customer Success and Sales 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. You will also be responsible for a higher level of service to Enterprise customers including first-contact experience and ensuring white-glove experience

This is a remote position open to candidates based in the U.S. Relocation assistance will not be provided for this role.

In this role, you will:

• Scalability: Lead and scale the current team of 70+ remote and in-office support agents, engineers, and managers, across multiple time zones.

• Service Levels: Ensure contractual SLAs on response times and internal OLAs on resolution times are met across all communication channels (phone, web, chat) against committed targets.

• Issues Resolution: Drive resolution on technical issues affecting our customers in coordination with Product, Sales, and Customer Success.

• Team Development: Hire, develop, and lead inclusive, engaged, and high-performing teams across several geographies.

• Trends & Insights: Improve CSAT and NPS by ensuring customer health insights are delivered to Product Management, Engineering, Sales, and Customer Success.

• Increased Efficiency: Adapt and implement tools, metrics, and processes to enhance customer experiences and improve efficiency.

• Operational Excellence: Oversee customer experience and operational excellence for support of Samsara’s portfolio of products and services.

• Collaboration & Partnerships: Work closely with cross-functional teams and regional partners to drive world-class customer experience.

• Customer Satisfaction: Deliver exceptional customer satisfaction by meeting and exceeding all operational and company CSAT targets.

• Feedback Loop: Conduct reviews to accelerate the closure of support cases and to identify case-handling issues by providing direct feedback to engineers and management.

• Process Optimization: Assess existing processes and innovate by working closely with Support to optimize case handling.

• Product Training: Ensure team readiness for supporting new products and services by providing effective training and development.

• Customer Experience: Measure, maintain, and improve support delivery processes to increase efficiency and provide a world-class customer experience.

• Staffing & Capacity: Conduct capacity planning, identify staffing requirements, and uplevel existing team’s skills to meet business goals and company growth.

• Employee Coaching: Provide regular employee coaching and ongoing guidance to help team members achieve career development aspirations.

• Data & KPIs: Conduct data analysis and derive performance insights from KPIs to drive decision making that improves customer experience and product quality.

• Innovate and Automate: Use data to identify automation opportunities to eliminate problems or make them easier to resolve.

• Customer Escalations: Partner with L3 Support, Sales and Customer Success to address customer feedback and drive high-priority escalated customer issues to resolution.

• Champion, role model, and embed Samsara’s cultural princ

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