Samsara
Job role: Director, Technical Support
Company name: Samsara
Location: Remote, USA
Salary: $
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About the Job: As the Director of Technical Support Engineering, you will lead a team to deliver exceptional technical support to customers, driving issue resolution, developing team skills, and optimizing processes. You will collaborate with various stakeholders to enhance customer satisfaction and efficiency, while managing a rapidly growing support organization.
At Samsara, the Technical Support Engineering team is focused on making our customers successful by advocating on their behalf, resolving technical issues and challenges, and maintaining the high-quality, white-glove service they expect.
In this role, you will be responsible for delivering world-class 24×7, technical support experience to Samsara’s rapidly expanding mid-market and enterprise user-base, during a time of hyper growth. This position requires a unique combination of technical support understanding in SaaS and equipment expertise. While there is an existing team of ~40, most of the scaling of this function is still ahead.
As a leader of Technical Support Engineering reporting to the Vice President of Global Customer Support, you will grow, develop and motivate a team of technical experts and supervise day-to-day operations of your team. You will work across the Samsara solution set, working hand in hand with the broader Technical Support, Customer Success, Engineering, and Product Management teams. You will direct support teams organized by product specialty and focused on the fast resolution of complex technical issues. Your teams provide backline support to customers. You will handle escalations, work with our delivery partners and Samsara resources, track and facilitate follow-the-sun case handling and overall technical support day-to-day operations.
Day-to-day operations include facilitating the resolution of cases, driving high customer satisfaction, spearheading engagement with cross-functional teams including the Customer Success and Sales managers, Software Development, and Hardware Engineering. The ultimate outcomes you will be contributing to are an unparalleled customer experience coupled with excellent efficiency and efficacy. You will also be responsible for a higher level of service to Enterprise customers including first contact experience and ensuring white-glove experience.
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