Samsara
About this role
Samsara, listed on the NYSE as IOT, sells the connected operations platform that fleets, construction, agriculture and manufacturing companies use to turn sensor data into operational decisions. This role is the senior escalation owner for mobile issues across that platform: driver apps, fleet workflows, routing and dispatch, asset maintenance and the places where mobile data and cloud data disagree. The posting describes it as a senior individual contributor seat, and the method is specific: hypothesis driven investigations where you define the problem, build reproducible cases, analyse logs and telemetry, and drive to root cause across mobile clients, backend services and configuration. You would also own customer communication on critical issues, writing business impact assessments and post incident summaries for senior audiences, and mentor Level 2 engineers. Influencing engineering roadmaps on reliability and observability is part of the job rather than a side effect.
Who this is for
What the posting requires as minimum:
- A B.S. in Computer Science, Engineering (mechanical or electrical) or another technical field.
- 8+ years in technical support, solutions engineering or similar roles working directly with complex SaaS products, with at least one area of depth in mobile applications or fleet and telematics workflows.
- Proven expertise troubleshooting mobile apps across Android and/or iOS, including device and OS constraints, network behaviour, authentication flows, app configuration and data synchronisation with backend services.
- Strong debugging and root cause analysis: decomposing ambiguous multi system issues, identifying the high leverage logs and signals, and driving to a clear root cause and mitigation.
- Demonstrated experience working directly with engineering and product: reading Jira tickets and RFCs, validating hypotheses in lower environments, and influencing prioritisation with data and customer impact.
- Excellent written and verbal English, with comfort presenting complex technical narratives to engineers and to non technical stakeholders including customer success, sales, customers and leadership, across regions.
- A strong ownership mindset and bias for action, including making pragmatic decisions under time pressure.
- Demonstrated resourcefulness, creativity and problem solving, and the adaptability to work in a fast paced environment.
What the work actually looks like:
- Act as primary Level 3 owner for high impact and ambiguous mobile issues across driver, fleet, routing and dispatch flows, asset maintenance, connected workflows and mobile to cloud data mismatches.
- Lead structured, hypothesis driven investigations end to end.
- Partner with engineering teams across mobile experience, driver management, routing and dispatch, connected workflows, asset maintenance, compliance and product security to assess impact, prioritise fixes and influence roadmaps.
- Own customer and stakeholder communication on critical issues, including business impact assessments, periodic updates and post incident summaries suitable for senior audiences in EMEA and globally.
- Identify patterns across tickets and incidents and drive product and tooling improvements such as better logging, app state capture and diagnostics.
- Maintain internal runbooks, incident playbooks and knowledge base content, reflecting regional nuances such as EMEA regulations and language support.
- Mentor and coach Level 2 engineers on troubleshooting depth, documentation quality and escalation criteria.
- Analyse device telemetry and fleet level patterns using internal tools.
Location and working pattern: Bengaluru. The posting refers to supporting senior audiences in EMEA, so expect some overlap with European hours.
Honest fit guidance: this is a senior support engineering role with real technical depth and real writing load. Both matter here: the posting asks as much for clear narratives to executives as for log analysis. If mobile debugging is not one of your strengths, the stated area of depth requirement will be the gap.
- A B.S. in Computer Science, Engineering (mechanical or electrical) or another technical field.
- 8+ years in technical support, solutions engineering or similar roles working directly with complex SaaS products, with at least one area of depth in mobile applications or fleet and telematics workflows.
- Proven expertise troubleshooting mobile apps across Android and/or iOS, including device and OS constraints, network behaviour, authentication flows, app configuration and data synchronisation with backend services.
- Strong debugging and root cause analysis: decomposing ambiguous multi system issues, identifying the high leverage logs and signals, and driving to a clear root cause and mitigation.
- Demonstrated experience working directly with engineering and product: reading Jira tickets and RFCs, validating hypotheses in lower environments, and influencing prioritisation with data and customer impact.
- Excellent written and verbal English, with comfort presenting complex technical narratives to engineers and to non technical stakeholders including customer success, sales, customers and leadership, across regions.
- A strong ownership mindset and bias for action, including making pragmatic decisions under time pressure.
- Demonstrated resourcefulness, creativity and problem solving, and the adaptability to work in a fast paced environment.
What the work actually looks like:
- Act as primary Level 3 owner for high impact and ambiguous mobile issues across driver, fleet, routing and dispatch flows, asset maintenance, connected workflows and mobile to cloud data mismatches.
- Lead structured, hypothesis driven investigations end to end.
- Partner with engineering teams across mobile experience, driver management, routing and dispatch, connected workflows, asset maintenance, compliance and product security to assess impact, prioritise fixes and influence roadmaps.
- Own customer and stakeholder communication on critical issues, including business impact assessments, periodic updates and post incident summaries suitable for senior audiences in EMEA and globally.
- Identify patterns across tickets and incidents and drive product and tooling improvements such as better logging, app state capture and diagnostics.
- Maintain internal runbooks, incident playbooks and knowledge base content, reflecting regional nuances such as EMEA regulations and language support.
- Mentor and coach Level 2 engineers on troubleshooting depth, documentation quality and escalation criteria.
- Analyse device telemetry and fleet level patterns using internal tools.
Location and working pattern: Bengaluru. The posting refers to supporting senior audiences in EMEA, so expect some overlap with European hours.
Honest fit guidance: this is a senior support engineering role with real technical depth and real writing load. Both matter here: the posting asks as much for clear narratives to executives as for log analysis. If mobile debugging is not one of your strengths, the stated area of depth requirement will be the gap.
Apply on company site
Opens www.samsara.com, the employer's own application page. Applying is always free.