Director, Technical Support Engineering - Remote

Overview

The Director, Technical Support Engineering at Samsara is responsible for delivering exceptional technical support to a rapidly expanding user base, advocating for customers, and ensuring high-quality service in a dynamic environment.

In Short

• Lead a team of 120+ technical support agents and engineers.
• Drive resolution on technical issues affecting customers.
• Deliver exceptional customer satisfaction and improve operational efficiency.
• Conduct capacity planning and identify staffing requirements.
• Implement tools and processes to enhance customer experiences.
• Collaborate with cross-functional teams to resolve escalated issues.
• Utilize data to drive decision-making and performance insights.
• Champion Samsara's cultural principles and foster an inclusive team environment.
• Manage and develop high-performing teams across multiple geographies.
• Adapt to rapid growth and ensure scalability of support operations.

Requirements

• 10+ years of leadership experience in Technical Support or Operations.
• Experience managing large teams across time zones.
• Strong analytical and problem-resolution skills.
• Ability to create and implement scalable processes.
• Experience in handling escalations with cross-functional teams.
• Excellent communication skills for effective collaboration.
• BS in Engineering or related field; MBA is a plus.
• Experience with CRM platforms like Zendesk or Salesforce.
• Proven track record in driving customer satisfaction metrics.
• Strategic thinker with a focus on operational excellence.

Benefits

• Competitive total compensation package.
• Employee-led remote and flexible working options.
• Health benefits and wellness programs.
• Samsara for Good charity fund.
• Opportunities for professional development and growth.