Director, Technical Support Engineering (L2 Support)

Samsara (NYSE: IOT) is the pioneer of the Connected Operations™ Cloud, a platform that enables organizations that depend on physical operations to harness IoT data to develop actionable insights and improve their operations. We help improve the safety, efficiency, and sustainability of industries representing more than 40% of global GDP, including agriculture, construction, field services, transportation, and manufacturing. As part of a recently public company, you’ll have the autonomy and support to make an impact while shaping an exciting array of product solutions like Video-Based Safety, Vehicle Telematics, Apps and Driver Workflows, and Equipment Monitoring.

About the role

We are seeking a passionate and visionary support leader to serve as the Director of Technical Support Engineering at Samsara. In this role, you will lead a team focused on delivering world-class 24x7 technical support to our rapidly expanding mid-market and enterprise customer base during a period of hyper-growth. You will oversee a team of 70+ remote and in-office support agents, engineers, and managers across multiple time zones, ensuring high customer satisfaction and operational excellence.

This position requires a unique blend of technical expertise in both SaaS and hardware, along with strong leadership skills to grow, develop, and motivate a high-performing team. You will collaborate closely with Customer Success, Engineering, and Product Management teams to resolve complex technical issues, drive customer success, and advocate for our customers.

Responsibilities

• Lead and scale a team of 70+ remote and in-office support agents, engineers, and managers across multiple time zones.
• Ensure contractual SLAs on response times and internal OLAs on resolution times are met across all communication channels (phone, web, chat).
• Drive resolution of technical issues in coordination with Product, Sales, and Customer Success teams.
• Hire, develop, and lead inclusive, engaged, and high-performing teams across several geographies.
• Improve CSAT and NPS by delivering customer health insights to Product Management, Engineering, Sales, and Customer Success.
• Adapt and implement tools, metrics, and processes to enhance customer experiences and improve efficiency.
• Oversee customer experience and operational excellence for Samsara’s portfolio of products and services.
• Work closely with cross-functional teams and regional partners to drive world-class customer experience.
• Deliver exceptional customer satisfaction by meeting and exceeding operational and company CSAT targets.
• Conduct reviews to accelerate the closure of support cases and identify case-handling issues by providing direct feedback to engineers and management.
• Assess existing processes and innovate to optimize case handling in collaboration with the Support team.
• Ensure team readiness for supporting new products and services through effective training and development.
• Measure, maintain, and improve support delivery processes to increase efficiency and provide a world-class customer experience.
• Conduct capacity planning, identify staffing requirements, and upskill the existing team to meet business goals and company growth.
• Provide regular employee coaching and ongoing guidance to help team members achieve career development aspirations.
• Conduct data analysis and derive performance insights from KPIs to drive decision-making that improves customer experience and product quality.
• Use data to identify automation opportunities to eliminate problems or make them easier to resolve.
• Partner with L3 Support, Sales, and Customer Success to address customer feedback and drive high-priority escalated issues to resolution.
• 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.

Requirements

• 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 at the Senior Manager or Director level.
• Combination of hardware/equipment and cloud-based product experience.
• Proven ability to scale support organizations through rapid growth and expansion.
• Experience managing mid-market and enterprise support teams in a highly technical environment.
• Strategic thinker with the ability to develop out-of-the-box solutions at scale.
• Strong analytical, data-driven, problem-resolution, and decision-making skills.
• Experience with AI tools (e.g., Claude, Gemini, Glean) to analyze and synthesize content, and champion AI usage within the team.
• Experience creating and implementing scalable standard operating procedures, performance metrics, and feedback mechanisms.
• Superior verbal and written communication skills for collaborating with diverse stakeholders.
• Strong operational excellence skills to drive effective execution of the team’s vision and metrics.
• Experience handling highly visible escalations and working cross-functionally with Product, Sales, and Customer Success teams.
• Ability to proactively identify risks and dependencies and implement mitigation plans.
• Adaptability, flexibility, and conviction to “do the right thing” under stress and tight deadlines.
• Ability to influence others, including those outside the immediate team.
• Strong leadership skills to attract, motivate, retain, and develop talent.
• Experience with multiple CRM platforms (e.g., Zendesk, Salesforce) and leveraging them to drive operational efficiency.

Pay

Annual base salary range for this full-time position: $132,720—$213,300 USD. Base pay may vary depending on factors such as city of residence, job-related knowledge, skills, and experience.

Benefits

• Above-market total compensation through a combination of base salary, performance-based bonus/variable pay, and equity (for eligible roles).
• Flexible, employee-led remote work model with optional in-office collaboration.
• Professional development stipend.
• Comprehensive health and parental leave plans.

Schedule

This is a remote position open to candidates based in the U.S. The role involves leading a 24x7 technical support team across multiple time zones.