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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About the role: Are you a passionate and visionary support leader who thrives in a dynamic high-growth business? Are you a customer experience champion? Do you enjoy working in a highly technical environment? If so, we want you as the Director, Technical Support Engineering (Level 1) at Samsara.
The Technical Support Engineering team is focused on making our customers successful by advocating on their behalf, resolving technical issues and challenges, and maintaining the high-quality, white-glove service they expect.
Responsibilities:
- Deliver world-class 24x7 technical support experience.
- Grow, develop, and motivate a team of technical experts.
- Supervise day-to-day operations of your team.
- Direct support teams organized by product specialty.
- Handle escalations and work with delivery partners.
- Track and facilitate follow-the-sun case handling.
- Facilitate case resolution, drive high customer satisfaction.
- Spearhead engagement with cross-functional teams.
- Deliver exceptional customer satisfaction.
- Scalability: Spearhead and scale the current team.
- Issues Resolution: Drive resolution on technical issues.
- Team Development: Hire, develop, and direct inclusive teams.
- CSAT, Trends & Insights: Improve CSAT and NPS.
- Increased Efficiency: Adapt and implement tools.
- Feedback Loop: Conduct reviews to accelerate case closure.
- Process Optimization: Assess and optimize case handling.
- Customer Experience: Measure, maintain, and improve support delivery processes.
- Staffing & Capacity: Conduct capacity planning.
- Data & KPIs: Conduct data investigation and derive insights.
- Innovate and Automate: Use data to identify automation opportunities.
- Customer Escalations: Partner with Sales and Customer Success.
- Champion and embed Samsara's cultural principles.
Minimum requirements:
- 10+ years of leadership experience.
- Experience managing multiple managers and senior managers.
- Proven ability to take support organizations through rapid growth.
- Experience managing mid-market and enterprise support teams.
- Strong analytical, problem-resolution, and decision-making skills.
- Experience creating and implementing scalable procedures.
- Experience handling escalations and working cross-functionally.
- Strong operational excellence skills.
Ideal candidate also has: BS in Engineering, MBA, Combination of hardware/equipment and cloud-based product experience.
Salary: $114,520—$184,050 USD