Samsara is looking for a smart, ambitious Manager of Technical Support to help support Samsara's rapidly-growing Internet of Things solution.
Samsara works with a wide range of industrial companies ranging from commercial transportation firms to oil and gas companies and large-scale food producers, so our Support Team will need to be smart and flexible enough to support many different types of customers. The Manager of Technical Support will be responsible for guiding the team through daily case management activities, keeping up with new product introductions and ongoing training, and maintaining a high level of service for Samsara’s customers.
Our ideal candidate has a technical background, has spent 3-5 years in a technical support organization or related field, and understands the day-to-day aspects of customer support - managing tickets, building a knowledge base, and providing feedback to engineering. You should be comfortable acting as an escalation point for interactions with customers, development teams, and sales teams, and be able to manage projects through to completion.
Our team brings a diverse set of technical interests and experiences, from hacking on Rasberrry Pis to home automation, modding their cars, building gaming computers, and even theater lighting. We're looking for technically minded builders to join our fast-growing team, where you can have a big impact on the success of the product and the company.
This is a full time position at our office in the Potrero Hill district of San Francisco, and includes stock options, 401(k), medical, dental, vision benefits.
Maintaining a high degree of customer satisfaction with the Support Team while ensuring the team meets established SLA’s
Producing reporting that demonstrates team effectiveness to Engineering, PM, and Leadership teams
Explore, implement, and integrate systems that will help the team scale through tremendous growth
Successfully manage onboarding and continuous education for members of the team
Managing interactions between Support and Development pertaining customer issues/feedback
Mentoring new hires as the organization grows quickly
College graduate with a technical degree or equivalent hands-on experience (Computer Engineering, Mechanical Engineering, MIS, etc.)
3-5 years of experience in technical support or equivalent
Strong spoken and written language skills for working with high-value customers and publishing documentation
Interest in working in a fast-growing environment with changing responsibilities
Experience with industrial systems, electronics, tinkering with cars, or similar hands-on work is a plus