Full-Time Director, Technical Support
Samsara is hiring a remote Full-Time Director, Technical Support. The career level for this job opening is Manager and is accepting USA based applicants remotely. Read complete job description before applying.
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Director, Technical Support
Are you a passionate and visionary support leader? Are you a customer experience champion? Do you enjoy working in a highly technical environment?
About the Role:
The Technical Support Engineering team is focused on making customers successful. In this role, you will deliver world-class 24x7 technical support to Samsara's growing user-base. This position requires a unique combination of SaaS and equipment expertise.
Responsibilities Include:
- Scaling the team (120+ support agents)
- Resolving technical issues
- Meeting/exceeding customer satisfaction targets
- Improving efficiency through tools and processes
- Optimizing case handling and support delivery
- Managing escalations and cross-functional collaboration
Minimum Requirements:
- 10+ years of technical support leadership experience
- Experience managing large support teams (175+ people)
- Proven ability to manage growth and expansion
- Technical proficiency in SaaS and equipment
Ideal Candidate Attributes:
- Strategic thinker
- Analytical and data-driven
- Excellent communication and leadership skills
- Experience with CRM platforms (Zendesk, Salesforce)