Product Support Engineer - Hardware

Samsara is the pioneer of the Connected Operations™ Cloud, enabling organizations to harness IoT data for improved operations. The role of Product Support Engineer focuses on resolving complex hardware and firmware issues, ensuring maximum reliability of hardware products in the field.

Responsibilities:

• Serve as the final escalation point for intricate hardware and firmware issues, managing complex investigations from initial triage to definitive root cause resolution
• Conduct comprehensive, end-to-end debugging across the entire stack, including hardware components, firmware, gateways, and AI/ML pipelines
• Analyze device telemetry and fleet-level patterns using internal tools, translating raw data and logs into clear, actionable technical narratives
• Drive continuous product improvement by leading post-mortem analyses to identify root causes, systemic issues, key learnings, and actionable trends
• Collaborate closely with the R&D team, using support trend analysis to develop superior customer solutions
• Lead technical feedback for new hardware to ensure supportability and meet installation requirements well before general availability
• Define success criteria, validation plans, and operational runbooks for new hardware launches, ensuring global support team readiness
• Lead on-site technical investigations and manage beta deployments for next-generation hardware, often in demanding environments
• Develop or contribute to internal diagnostic tools to significantly accelerate ticket resolution and trend analysis
• Elevate the organization's technical expertise by providing technical coaching and conducting case reviews for support engineers

Requirements:

• Bachelor of Science (B.S.) degree in Automotive Engineering, Mechanical Engineering, Electrical Engineering, or similar field
• 6+ years of experience in technical support, field engineering, or systems engineering, specifically with distributed, hardware-integrated products
• Proficiency using diagnostic tools (multimeter, oscilloscope, power supply, CAN/LIN analyzers)
• Strong understanding of electrical fundamentals: voltage, current, resistance, grounding, signal integrity
• Deep knowledge of automotive or industrial electrical systems (12V/24V architectures, ignition signals, fusing)
• Exceptional ability to translate complex technical concepts, including firmware or AI behaviors, into clear, professional explanations for diverse audiences, from customers to executives
• Demonstrated strong resourcefulness, creativity, and problem-solving skills
• Adaptability and ability to thrive in a fast-paced, dynamic work environment
• Experience in direct customer interaction, incident response, and 24/7 on-call support is essential
• Willingness to travel to customer locations for on-site investigations as needed (approximately 25% travel)
• Prior experience with video safety systems, automotive electronics, or complex camera architectures
• Automotive or heavy equipment experience
• Electro-mechanical systems expertise
• Data Analysis skills; Python, SQL and Tableau