IT Support Analyst IV managing technology interruptions and support for North American Contact Center. Collaborating with technology partners and providing clear communication on issues and resolutions.
About the role
- Product Support Engineer focusing on Safety Cameras at Samsara. Responsible for solving technical escalations and ensuring hardware reliability 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).
Benefits
- Full time employees receive a competitive total compensation package along with employee-led remote and flexible working
- health benefits
- much, much more.
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