Revenue Technology Analyst supporting GitLab's revenue technology stack and collaborating with go - to - market teams. Focused on process improvements and technical documentation.
About the role
- Compliance Product Support Engineer at Samsara providing technical leadership on ELD compliance. Engaging with customers and driving product solutions at the intersection of regulatory law and IoT.
Responsibilities
- Serve as the final escalation point for intricate ELD compliance product for post-sales customers.
- Own the end-to-end lifecycle of complex product issues, coordinating Possible issues and Jira tickets with R&D to drive timely fixes and clear stakeholder visibility.
- Analyze device telemetry and fleet-level patterns using internal tools, translating raw data and logs into clear, actionable technical narratives.
- Provide technical support for audits & inspections in collaboration with our Escalations, Product and Legal teams
- Drive continuous product improvement by leading post-mortem analyses to identify root causes, systemic issues, key learnings, and actionable trends.
- Collaborate with Support and R&D teams to resolve customer issues and escalations, using support trend analysis to develop superior customer solutions.
- Lead technical feedback for new products to ensure supportability and ease of customer understanding.
- Define success criteria, validation plans, and operational runbooks for new feature launches, ensuring global support team readiness.
- Develop or contribute to internal 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
- B.S. in Computer Science, Engineering (Mechanical/Electrical), or other technical field.
- 6+ years of experience in technical support, field engineering, or systems engineering, specifically with distributed, hardware-integrated products.
- Familiarity with ELD related rules and regulations.
- Excellent customer service and interpersonal skills coupled with the ability to influence individual contributors and leaders across the company.
- Excellent written and verbal communication skills, you can speak at technical and conversational levels.
- Technical know-how - you’re comfortable interfacing with engineers, translating complex technical concepts into everyday language, and working with SaaS systems.
- 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 participation in a rotational after-hours/on-call support cadence is essential.
Benefits
- Flexible working model that caters to diverse needs
- Professional development stipend
- Comprehensive health and parental leave plans
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