Director, Technical Support Engineering (Level 1) - Remote

Overview

As the Director, Technical Support Engineering at Samsara, you will lead a team focused on delivering world-class technical support to our mid-market and enterprise users, ensuring customer satisfaction and operational efficiency.

In Short

• Lead a team of technical support engineers and agents.
• Drive resolution of technical issues in a SaaS environment.
• Ensure high customer satisfaction and operational metrics.
• Develop and implement scalable support processes.
• Conduct capacity planning and team development.
• Collaborate with cross-functional teams for issue resolution.
• Utilize data to improve customer experience and product quality.
• Manage escalations and high-priority customer issues.
• Champion company culture and values.
• Adapt tools and processes for efficiency.

Requirements

• 10+ years of leadership experience in Technical Support or Engineering.
• Experience managing large teams across multiple time zones.
• Strong analytical and problem-resolution skills.
• Experience in creating and implementing SOPs and metrics.
• Ability to handle escalations and work cross-functionally.
• BS in Engineering or related field; MBA is a plus.
• Experience with CRM platforms like Zendesk or Salesforce.
• Strong communication and leadership skills.

Benefits

• Competitive total compensation package.
• Remote and flexible working options.
• Health benefits.
• Employee-led charity fund.
• Opportunities for professional development.