Description
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.
Responsibilities:
- Act as primary L3/PSE owner for high‑impact and ambiguous mobile issues
- Lead structured, hypothesis‑driven investigations
- Partner closely with engineering teams to assess impact and risk, prioritize fixes or mitigations, and influence roadmaps
- Own customer and stakeholder communication for critical issues
- Proactively identify patterns across customer tickets and incidents to recommend and drive product and tooling improvements
- Contribute to and maintain internal runbooks, incident playbooks, and knowledge base content for mobile workflows
- Mentor and coach L2 engineers
- Advocate for the voice of the customer in discussions with product and engineering
- Analyze device telemetry and fleet-level patterns using internal tools
Requirements:
- B.S. in Computer Science, Engineering (Mechanical/Electrical), or other technical fields
- 8+ years of experience in technical support, solutions engineering, or similar roles working directly with complex SaaS products
- Proven expertise troubleshooting mobile apps across Android and/or iOS
- Strong debugging and root‑cause analysis skills
- Demonstrated experience working directly with engineering and product
- Excellent written and verbal communication in English
- Strong ownership mindset and bias for action
- 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