Product Support Engineer III

We are looking for an experienced Mobile Product Support Engineer to join our Global Technical Support organization. This role is ideal for a technical leader who thrives on solving highly complex mobile-related issues, with a strong focus on customer impact, operational workflows, and regulatory considerations. As a Product Support Engineer, Mobile Experience, you will serve as a senior technical escalation owner responsible for leading complex investigations end-to-end across Samsara’s mobile ecosystem. You will work cross-functionally with Engineering and Product teams to drive issue resolution, improve product quality, and influence roadmap decisions that enhance the reliability, compliance, and supportability of Samsara’s mobile applications. PSE III is a senior individual contributor role requiring strong technical depth, ownership, and leadership. You will be expected to set a high bar for technical investigations, mentor and guide L2 engineers, and take ownership of high-impact, multi-customer issues spanning multiple products and regions.

• Act as primary L3/PSE owner for high-impact and ambiguous mobile issues (Driver, Fleet, routing and dispatch flows; Asset Maintenance, FORMs, mobile-to-cloud data mismatches)
• Lead structured, hypothesis-driven investigations: define the problem, build reproducible cases, analyze logs and telemetry, and drive to clear root cause and mitigation across mobile clients, backend services, and configuration layers.
• Partner closely with engineering teams (MobEx, Driver, Routing & Dispatch, Asset Maintenance, Compliance, IAM) to assess impact and risk, prioritize fixes or mitigations, influence roadmaps for reliability, observability, and operational guardrails.
• Own customer and stakeholder communication for critical issues: craft clear business impact assessments and timelines, provide concise periodic updates to Support, CSMs, Sales, and Product, deliver customer-ready narratives and post-incident summaries suitable for senior audiences in EMEA and globally.
• Proactively identify patterns across customer tickets and incidents to recommend and drive product and tooling improvements (e.g., improved logging, app-state capture, diagnostics, in-app surfaces, guardrails) that reduce future volume and time-to-resolution.
• Contribute to and maintain internal runbooks, incident playbooks, and knowledge base content for mobile workflows, ensuring they reflect regional nuances (EMEA regulations, language support, rollout status).
• Mentor and coach L2 engineers, raising the bar on troubleshooting depth and documentation quality, reproduction and scoping of issues, escalation criteria and communication with engineering.
• Advocate for the voice of the customer in discussions with product and engineering, grounded in real data from escalations, patterns, and frontline feedback.
• Analyze device telemetry and fleet-level patterns using internal tools, translating raw data and logs into clear, actionable technical narratives.

• B.S. in Computer Science, Engineering (Mechanical/Electrical), or other technical fields.
• 6+ years of experience in technical support, solutions engineering, or similar roles working directly with complex SaaS products; at least one major area of depth in mobile applications or fleet/telematics workflows.
• Proven expertise troubleshooting mobile apps across Android and/or iOS, including device/OS constraints, network behavior, authentication flows, app configuration, and data synchronization with backend services.
• Strong debugging and root-cause analysis skills: able to decompose ambiguous, multi-system issues, quickly identify high-leverage logs and signals, and drive toward a clear root cause and mitigation.
• Demonstrated experience working directly with engineering and product: reading JIRA tickets/RFCs, validating hypotheses in lower environments, and influencing prioritization using data and customer impact.
• Excellent written and verbal communication in English, comfortable presenting complex technical narratives to both engineers and non-technical stakeholders (CSMs, Sales, customers, leadership) across regions.
• Strong ownership mindset and bias for action—able to lead investigations, make pragmatic decisions under time pressure, and follow through until issues are fully resolved and learnings are captured.
• 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.

• Experience with fleet regulatory requirements for compliance.
• Experience in the Telematics industry is a plus.
• Data Analysis skills; Databricks, Python, SQL and Tableau.

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. Annual Base Salary: $1—$2 USD. Total Rewards: Our compensation program delivers above-market total compensation through a combination of base salary, performance-based bonus/variable pay, and equity (for eligible roles) in a high-growth public company. We meaningfully differentiate pay for our top performers, who have the opportunity to earn above-market compensation that can outpace the broader market over time. Beyond compensation, we provide the foundations that enable long-term success: a flexible, employee-led remote model, a professional development stipend, comprehensive health and parental leave plans, and more.