Director of Technical Support Engineering

Position:
Director, Technical Support Engineering (L2 Support)

Company:
Samsara

Compensation:
Annual Base Salary $132,720—$213,300 USD

Location:
United States (Remote)

Employment type:
Full-time

Work Arrangement:
Remote

Short Summary:
Samsara is seeking a passionate and visionary support leader to enhance customer experience through technical support engineering. This role involves leading a team to deliver world-class support to a rapidly expanding user base in a high-growth environment.

Responsibilities:
- Lead and scale a team of 70+ support agents and engineers across multiple time zones.
- Ensure SLAs on response times and OLAs on resolution times are met.
- Drive resolution on technical issues in coordination with Product, Sales, and Customer Success.
- Hire, develop, and lead high-performing teams across geographies.
- Improve CSAT and NPS by delivering customer health insights to relevant teams.
- Adapt and implement tools and processes to enhance customer experiences.
- Oversee operational excellence for support of Samsara’s products and services.
- Deliver exceptional customer satisfaction by meeting operational targets.
- Conduct reviews to accelerate case closures and identify handling issues.
- Ensure team readiness for new products through effective training.
- Conduct capacity planning and identify staffing requirements.
- Provide regular coaching to help team members achieve career aspirations.
- Use data analysis to drive decision-making for improved customer experience.
- Partner with L3 Support and other teams to resolve escalated customer issues.

Requirement:
- BS in Engineering (Computer Science, Information Systems, or related field); MBA is a plus.
- 10+ years of leadership experience in Technical Support, Engineering, or Operations.
- Experience managing mid-market and enterprise support teams in a technical environment.
- Strong analytical, problem-resolution, and decision-making skills.
- Familiarity with AI tools for content analysis and synthesis.
- Experience with CRM platforms (e.g., Zendesk, Salesforce).

Benefits:
- Flexible, employee-led remote model.
- Professional development stipend.
- Comprehensive health and parental leave plans.
- Above-market total compensation through base salary, performance-based bonuses, and equity.