Product Support Engineer
2 months ago
We are looking for an experienced Product Support Engineer to join our Global Technical Support organization. A Product Support Engineer travels to our customers to provide field debugging, onsite failure analysis, and feedback to our Engineering teams with the primary goal of improving product reliability to ensure a world-class customer experience.
This role is a combination of CAN bus troubleshooting and creative problem-solving with a strong customer focus. We are looking for hands-on, automotive experienced engineers who are passionate about Samsara’s mission with a “whatever it takes” attitude to resolve issues with a sense of urgency.
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.
We set up our employees for success and have built a culture that encourages rapid career development, and countless opportunities to experiment and master your craft in a hyper-growth environment.
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.
At Samsara, we win together, celebrate together and support each other. Onsite Troubleshooting : Perform post-sales onsite HW troubleshooting of company critical issues including conducting analysis of field failures and identifying product quality and reliability risks.
Track, escalate, and root cause issues by working with Engineering teams across multiple disciplines (mechanical, electrical, firmware) to close the loop by driving corrective actions to improve the product.
Lessons Learned: Proliferate lessons learned to Product Development and Technical Support teams to incorporate feedback into new product designs
Training : Serve as a subject matter expert and educator to our Global Technical Support team.
Support cross-functional diagnostic coverage improvement projects by identifying PIDs in customer vehicles.
Present trends and themes of issues seen in the field to leadership and the cross-functional technical team.
Partnerships : Collaborate with internal teams (Sales Engineering, HW Engineering, Product Management, Technical Support) and customers to prioritize opportunities for product improvement and drive corrective and preventative actions.
Champion, role model, and embed Samsara’s cultural principles (Focus on Customer Success, Build for the Long Term, Adopt a Growth Mindset, Be Inclusive, Win as a Team) as we scale globally and across new offices
S. degree in Automotive Engineering, Mechanical Engineering, Electrical Engineering, or similar field.
~3+ years of related experience in automotive engineering
~ Experience with CAN and Data Acquisition Tools (CAN/J1939)
~ Travel to customer locations for on-site investigations as needed (~15% Travel).
Heavy equipment experience and electro-mechanical systems expertise
FSAE or other automotive experience
Data Analysis skills. Python, SQL, and Tableau.
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