Director, Technical Support Engineering - Remote

Overview

The Director, Technical Support Engineering at Samsara is responsible for delivering world-class technical support to a rapidly expanding user base, advocating for customers, resolving technical issues, and maintaining high-quality service.

In Short

• Lead and scale a team of 120+ support agents and engineers.
• Drive resolution on technical issues in coordination with various teams.
• Deliver exceptional customer satisfaction and improve CSAT and NPS.
• Conduct capacity planning and identify staffing requirements.
• Implement tools and processes to enhance customer experiences.
• Handle escalations and ensure high-priority issues are resolved.
• Measure and improve support delivery processes.
• Innovate and automate to enhance efficiency.
• Champion Samsara’s cultural principles.
• Hire and develop a high-performing team.

Requirements

• 10+ years of leadership experience in Technical Support or Engineering.
• Experience managing large teams across multiple time zones.
• Proven ability to manage mid-market and enterprise support teams.
• Strong analytical and problem-resolution skills.
• Experience in creating scalable operating procedures.
• Strong operational excellence skills.

Benefits

• Competitive total compensation package.
• Employee-led remote and flexible working.
• Health benefits.
• Samsara for Good charity fund.