Samsara | $114,000-$204,000
Steph's Notes:
Again, unnecessary use of ableist terms like "energized by our opportunity." Just say excited or enthusiastic!
That is a suspiciously wide salary range, and the low range is way too low, especially considering they want someone with an Engineering degree and / or an MBA and "10+ years of leadership experience in Technical Support, Engineering, or Operations environment at Senior Manager or Director level."
You want to be with the best
No. Throw me in the dumpster. Those trash pandas are my real family.
(Why do companies say shit like this? What do they expect candidates to say?!)
Adaptability, flexibility, and the conviction to “do the right thing” under stress, high tension, and tight deadlines.
Oof. There's a story for you.
I'm putting this in Tread Carefully. Don't love the overall picture this job description paints.
Original Job Description: Director, Technical Support (L2)
Who we are
Samsara (NYSE: IOT) is the pioneer of the Connected Operations™ Cloud, which is a platform that enables organizations that depend on physical operations to harness Internet of Things (IoT) data to develop actionable insights and improve their operations. At Samsara, we are helping improve the safety, efficiency and sustainability of the physical operations that power our global economy.
Representing more than 40% of global GDP, these industries are the infrastructure of our planet, including agriculture, construction, field services, transportation, and manufacturing — and we are excited to help digitally transform their operations at scale.
Working at Samsara means you’ll help define the future of physical operations and be on a team that’s shaping an exciting array of product solutions, including Video-Based Safety, Vehicle Telematics, Apps and Driver Workflows, Equipment Monitoring, and Site Visibility. As part of a recently public company, you’ll have the autonomy and support to make an impact as we build for the long term.
Recent awards we’ve won include:
- Glassdoor's Best Places to Work 2024
- Best Places to Work by Built In 2024
- Great Place To Work Certified™ 2023
- Fast Company's Best Workplaces for Innovators 2023
- Financial Times The Americas’ Fastest Growing Companies 2023
We see a profound opportunity for data to improve the safety, efficiency, and sustainability of operations, and hope you consider joining us on this exciting journey.
About the role:
Are you a passionate and visionary support leader who thrives in a dynamic high-growth business? Are you a customer experience champion? Do you enjoy working in a highly technical environment? If so, we want you as the Director, Technical Support Engineering 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 24x7, 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 lead 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 lead 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.
You should apply if:
- You want to impact the industries that run our world: Your efforts will result in real-world impact—helping to keep the lights on, get food into grocery stores, reduce emissions, and most importantly, ensure workers return home safely.
- You are the architect of your own career: If you put in the work, this role won’t be your last at Samsara. We set up our employees for success and have built a culture that encourages rapid career development, countless opportunities to experiment and master your craft in a hyper growth environment.
- You’re energized by our opportunity: The vision we have to digitize large sectors of the global economy requires your full focus and best efforts to bring forth creative, ambitious ideas for our customers.
- You want to be with the best: At Samsara, we win together, celebrate together and support each other. You will be surrounded by a high-caliber team that will encourage you to do your best.
In this role, you will:
- Scalability: Lead and scale the current team of 40+ remote and in-office support agents, engineers, and managers, across multiple time zones.
- Service Levels: Ensure contractual SLAs and internal OLA’s on response times and internal OLAs on resolution times are met across all communication channels (phone, web, chat) against committed targets.
- Issues Resolution: Drive resolution on technical issues affecting our customers in coordination with Product, Sales, and Customer Success.
- Team Development: Hire, develop, and lead inclusive, engaged, and high-performing teams across several geographies.
- Trends & Insights: Improve CSAT and NPS by ensuring customer health insights are delivered to Product Management, Engineering, Sales, and Customer Success.
- Increased Efficiency: Adapt and implement tools, metrics, and processes to enhance customer experiences and improve efficiency.
- Operational Excellence: Oversee customer experience and operational excellence for support of Samsara’s portfolio of products and services.
- Collaboration & Partnerships: Work closely with cross-functional teams and regional partners to drive world-class customer experience.
- Customer Satisfaction: Deliver exceptional customer satisfaction by meeting and exceeding all operational and company CSAT targets.
- Feedback Loop: Conduct reviews to accelerate the closure of support cases and to identify case-handling issues by providing direct feedback to engineers and management.
- Process Optimization: Assess existing processes and innovate by working closely with Support to optimize case handling.
- Product Training: Ensure team readiness for supporting new products and services by providing effective training and development.
- Customer Experience: Measure, maintain, and improve support delivery processes to increase efficiency and provide a world-class customer experience.
- Staffing & Capacity: Conduct capacity planning, identify staffing requirements, and uplevel existing team’s skills to meet business goals and company growth.
- Employee Coaching: Provide regular employee coaching and ongoing guidance to help team members achieve career development aspirations.
- Data & KPIs: Conduct data analysis and derive performance insights from KPIs to drive decision-making that improves customer experience and product quality.
- Innovate and Automate: Use data to identify automation opportunities to eliminate problems or make them easier to resolve.
- Customer Escalations: Partner with Sales and Customer Success to address customer feedback and drive high-priority escalated customer issues to resolution.
- Leadership Principles: Champion, role model, and embed Samsara’s culture and leadership principles. Hire, develop and lead an inclusive, engaged, and high performing team.
Minimum requirements for the role:
- 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 environment at Senior Manager or Director level.
- Combination of hardware/equipment and cloud-based product experience.
- Proven ability to take support organizations through rapid growth and expansion.
- Experience managing mid-market and enterprise support teams in a highly technical environment.
- A strategic thinker, able to come up with out-of-the-box solutions at scale.
- Strong analytical, data-driven, problem-resolution, and decision-making skills.
- Experience creating and implementing scalable standard operating procedures, performance metrics, and feedback mechanisms.
- Superior verbal and written communication skills to be effective at collaborating with a wide variety of individuals.
- Strong operational excellence skills to drive effective execution of the team’s vision and operational metrics.
- Experience in handling highly visible escalations and working cross-functionally with the Product, Sales, and Customer Success teams to resolve.
- Ability to proactively identify risks and dependencies and put in place plans to mitigate them.
- Adaptability, flexibility, and the conviction to “do the right thing” under stress, high tension, and tight deadlines.
- Ability to influence others, including those outside of the immediate team.
- Must be a strong leader with the ability to attract, motivate, retain and develop people.
- Experience in multiple CRM platforms (e.g. Zendesk, Salesforce) with a drive to leverage the platform to drive operational efficiency.
Samsara’s Compensation Philosophy:
Samsara’s compensation program is designed to deliver Total Direct Compensation (based on role, level, and geography) that is at or above market. We do this through our base salary + bonus/variable + restricted stock unit awards (RSUs) for eligible roles. For eligible roles, a new hire RSU award may be awarded at the time of hire, and additional RSU refresh grants may be awarded annually.
We pay for performance, and top performers in eligible roles may receive above-market equity refresh awards which allow employees to achieve higher market positioning.
The range of annual base salary for full-time employees for this position is below. Please note that base pay offered may vary depending on factors including your city of residence, job-related knowledge, skills, and experience.
$114,520—$204,500 USD
At Samsara, we welcome everyone regardless of their background. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, gender, gender identity, sexual orientation, protected veteran status, disability, age, and other characteristics protected by law. We depend on the unique approaches of our team members to help us solve complex problems. We are committed to increasing diversity across our team and ensuring that Samsara is a place where people from all backgrounds can make an impact.
Benefits
Full time employees receive a competitive total compensation package along with employee-led remote and flexible working, health benefits, Samsara for Good charity fund, and much, much more. Take a look at our Benefits site to learn more.
Accommodations
Samsara is an inclusive work environment, and we are committed to ensuring equal opportunity in employment for qualified persons with disabilities. Please email accessibleinterviewing@samsara.com or click here if you require any reasonable accommodations throughout the recruiting process.
Flexible Working
At Samsara, we have adopted a flexible way of working, enabling teams and individuals to do their best work, regardless of where they’re based. We value in-person collaboration and know a change of scenery and quiet space to work is welcomed from time to time, but also appreciate that the world of work has changed. Our offices remain open for those who prefer to collaborate or work in-office, but we also encourage fully remote applicants. As most roles are not required to be in the office, we are able to hire remotely where Samsara has an established presence. If a role is required to be in a certain location and candidates do not have work authorization for that location, Samsara will conduct an immigration assessment. If the role is not required to be in a specific location, Samsara will move forward with the remote location that works best for the business.
All offers of employment are contingent upon an individual’s ability to secure and maintain the legal right to work at the company. Please be aware that Samsara does not accept or assume responsibility for unsolicited resumes from agencies. We do not charge fees to applicants at any stage of the hiring process. Official communication about your application will only come from emails ending in '@Samsara.com' or '@us-greenhouse-mail.io'.
