Director, Technical Support Engineering (L2 Support)

Samsara
Dallas
Workplace: RemoteFull timeUSD 132,720 - 213,300 annuallyFunction: Customer Support (Service Desk)Experience: 10+ yearsEducation: bachelorsSkills: ["Leadership","Communication","Analytical thinking","Problem resolution","Operational excellence"]

Lead and scale Samsara’s L2 Technical Support Engineering organization, delivering world-class 24x7 technical support for a growing mid-market and enterprise customer base. Own service levels, drive resolution of complex customer issues in partnership with Product, Engineering, Sales, and Customer Success, and manage escalations. Develop and motivate a cross-geography team, optimize processes and tooling, and use KPIs, CSAT/NPS insights, and automation opportunities to improve customer experience and operational efficiency.

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FursaFursa
Samsara
Samsara
22 hours ago

Director, Technical Support Engineering (L2 Support)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 4 hours agoStatus: Live

Job Summary

Lead and scale Samsara’s L2 Technical Support Engineering organization, delivering world-class 24x7 technical support for a growing mid-market and enterprise customer base. Own service levels, drive resolution of complex customer issues in partnership with Product, Engineering, Sales, and Customer Success, and manage escalations. Develop and motivate a cross-geography team, optimize processes and tooling, and use KPIs, CSAT/NPS insights, and automation opportunities to improve customer experience and operational efficiency.
Location: Dallas
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Director level

Key Responsibilities

  • •Lead and scale a 70+ person technical support organization across multiple time zones.
  • •Ensure contractual SLAs and internal OLAs are met across phone, web, and chat channels.
  • •Drive resolution of complex technical issues in coordination with Product, Sales, and Customer Success.
  • •Hire, develop, and lead inclusive, high-performing teams across several geographies, including coaching and feedback.
  • •Analyze KPIs (CSAT/NPS and support metrics), improve processes and tools, and identify automation opportunities to increase efficiency and customer experience.

Pay and Benefits

Salary: USD 132,720 - 213,300 annually
Perks:Remote WorkLearning BudgetHealth InsuranceParental Leave

Key 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 Senior Manager or Director level.
  • •Combination of hardware/equipment and cloud-based product experience.
  • •Experience managing mid-market and enterprise support teams in a highly technical environment.
  • •Proven ability to take support organizations through rapid growth and expansion; strong analytical, data-driven problem solving and communication.
Experience:10+ yearsSaaSHardwareEnterpriseMid-marketIoT
Education:Bachelor's in Computer Science, Information Systems, or related field
Skills:LeadershipCommunicationAnalytical thinkingProblem resolutionOperational excellence
Languages:English
Tech Stack:ZendeskSalesforceClaudeGeminiGleanGranola

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

Company Brief

Samsara
Provides an integrated IoT platform combining hardware sensors, cameras, and cloud-based software to help businesses monitor vehicles, equipment, and operations for fleet management, safety, compliance, and operational efficiency.
Industry: Supply Chain Technology
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Francisco, United States
Founded: 2015
WebsiteLinkedIn