← All roles

Product Support Engineer III

Samsara· Engineering Support
Apply on company site
Hybrid (Bengaluru)Full-timePosted 2mo ago

About the role

Senior Mobile Product Support Engineer (PSE III) leading complex mobile-related investigations, partnering with Engineering and Product to improve reliability, compliance, and supportability of Samsara’s mobile applications. Mentors L2 engineers, drives multi-customer issues across products and regions, and influences roadmaps based on customer impact.

Responsibilities

  • Act as primary L3/PSE owner for high‑impact and ambiguous mobile issues (Driver, Fleet, routing and dispatch flows; Asset Maintenance, Connected Workflows, mobile‑to‑cloud data mismatches)
  • Lead structured, hypothesis‑driven investigations: define the problem, build reproducible cases, analyze logs and telemetry, and drive root cause and mitigation across mobile clients, backend services, and configuration layers
  • Partner with engineering teams to assess impact and risk, prioritize fixes or mitigations, and influence roadmaps for reliability, observability, and operational guardrails
  • Own customer and stakeholder communication for critical issues: craft business impact assessments and timelines, provide updates to Support/CSM/Sales/Product, deliver customer-ready narratives and incident summaries
  • Proactively identify patterns across tickets/incidents to drive product and tooling improvements (logging, diagnostics, in-app surfaces, guardrails)
  • Contribute to and maintain internal runbooks, incident playbooks, and knowledge base content for mobile workflows with regional nuances (EMEA)
  • Mentor and coach L2 engineers, raising troubleshooting depth and documentation quality, reproduction/scoping, escalation criteria, and engineering communication
  • Advocate for the voice of the customer in discussions with product and engineering, grounded in data from escalations and frontline feedback
  • Analyze device telemetry and fleet-level patterns, translating data/logs into actionable narratives

Qualifications

  • B.S. in Computer Science, Engineering (Mechanical/Electrical), or other technical fields
  • 8+ years in technical support, solutions engineering, or similar roles with deep mobile or fleet/telematics experience
  • Proven expertise troubleshooting mobile apps on Android and/or iOS, including device/OS constraints, network behavior, authentication, app configuration, and data synchronization with backend services
  • Strong debugging and root‑cause analysis skills for multi-system issues
  • Experience working with engineering/product teams, validating hypotheses, and influencing prioritization with data and customer impact
  • Excellent written and verbal English communication, able to present to engineers and non-technical stakeholders across regions
  • Ownership mindset and bias for action, capable of leading investigations to resolution and documenting learnings
  • Resourcefulness, creativity, problem-solving, adaptability in a fast-paced environment
  • Direct customer interaction, incident response, and rotational after-hours/on-call support experience

Skills

Required:Mobile troubleshootingRoot-cause analysisCross-functional collaborationCustomer communicationMentorshipIncident response
Nice to have:Data analysis

Benefits

  • Flexible, employee-led remote model
  • Professional development stipend
  • Comprehensive health and parental leave plans
  • Above-market total compensation with base salary, performance-based bonus/variable pay, and equity (for eligible roles)
  • Opportunities for career development and progression
Last updated Aug 8, 2026. Interested? Apply on the company site.

About Samsara

Samsara | The Connected Operations Platform

Samsara's connected operations platform helps 20,000+ operations improve safety, cut costs, and run smarter — built with operators.

Fleet TelematicsCameras and VideoDriver ExperienceSafety Reporting & InsightsEquipment ManagementIntegrated platformAI-powered analyticsFleet Intelligence
Company profileWebsite

More open roles at Samsara