Product Support Engineer

As a Product Support Engineer at Samsara, your main responsibilities include troubleshooting critical post-sales hardware issues, analyzing field failures, collaborating with the engineering team, and educating the technical support team. You should be passionate about problem-solving and customer success, driving improvements in product reliability to enhance customer satisfaction.

To apply for the Product Support Engineer role at Samsara, candidates typically need a B.S. degree in a related engineering field such as Automotive, Mechanical, or Electrical Engineering. Additionally, a minimum of five years of experience in Technical Support or a similar role is preferred, along with expertise in CAN bus technologies and excellent problem-solving skills.

At Samsara, Product Support Engineers can anticipate rapid career growth fueled by a culture that promotes professional development. As you contribute to the team and acquire new skills, opportunities to advance to higher roles will be available, encouraging you to shape your own career path within the organization.

Yes, the Product Support Engineer position at Samsara is a remote role open to candidates residing in the US, with specific location restrictions. This offers flexibility while ensuring that our engineers can contribute effectively to our mission from wherever they are.

Samsara stands out as an employer for Product Support Engineers due to its commitment to innovation, a diverse and inclusive culture, and a focus on professional development. Our team celebrates collective success and encourages an environment where feedback and creativity lead to meaningful contributions in transforming physical operations.

When responding to this question, detail your hands-on experience with CAN bus technology, including specific scenarios where you successfully identified and fixed issues. Highlight your approach to analyzing data and how you've collaborated with engineering teams to solve complex problems.

In answering this question, describe your method for assessing urgency and impact. Share a specific example demonstrating your ability to work under pressure while addressing critical customer needs, ensuring that you manage time effectively and foster customer satisfaction.

Outline your approach to simplifying technical information into easily understandable terms for non-technical customers. Provide an example to illustrate how you’ve successfully communicated complex issues in a clear, friendly manner that builds trust and rapport.

Here, narrate a concrete instance where you worked with teams from engineering, sales, or customer support to address a technical challenge. Emphasize your role in facilitating communication and how collective effort led to an impactful solution that improved product functionality.

Discuss the resources and methods you use to stay informed about advancements in automotive technology, such as attending industry webinars, subscribing to relevant journals, or participating in professional organizations. This shows your commitment to continuous learning and passion for the field.

Reflect on a genuine challenge you’ve faced in your career and how you addressed it. This could involve managing high-pressure situations or overcoming technical hurdles. Emphasize how you maintain a positive attitude and look for solutions, highlighting your resilience and problem-solving skills.

In your response, underscore the importance of customer feedback in shaping product design and features. Provide an example of how you’ve collected and utilized customer insights to advocate for product improvements that enhance user experience and satisfaction.

Discuss the importance of setting realistic customer expectations and how you would approach such situations with empathy. Emphasize your ability to communicate effectively, ensuring customers understand product limitations while also exploring ways to meet their needs.

Be honest about a past failure, focusing on the lessons learned. Highlight the importance of analyzing mistakes, seeking feedback, and implementing changes based on what you discovered to prevent similar issues in the future.

Here, convey your enthusiasm for Samsara’s mission and how it aligns with your values. Discuss what motivates you about the role and how you believe your background and skills can contribute to the team, emphasizing a commitment to customer success and innovation.