Senior Mobile Product Support Engineer (Remote)

Samsara; Hinoba-an; On-site; PHP 5,643,000 - 8,150,000; Full time

Job summary

Samsara is seeking a Mobile Product Support Engineer to join the Global Technical Support team. You will act as a senior escalation owner for complex mobile issues and collaborate across Engineering and Product to improve reliability and compliance of mobile apps.

The role requires 6+ years in technical support for SaaS, strong mobile troubleshooting skills, and excellent communication in English. This is a senior individual contributor role with impact across regions.

Qualifications

• 6+ years of experience in technical support or solutions engineering for SaaS products.
• Proven expertise troubleshooting mobile apps on Android and/or iOS with strong debugging.
• Excellent written and verbal English communication; ability to present to engineers and stakeholders.

Responsibilities

• Act as primary L3/PSE owner for high-impact and ambiguous mobile issues across Driver, Fleet, routing and dispatch flows; Asset Maintenance and forms.
• Lead structured, hypothesis-driven investigations: define problems, build reproducible cases, analyze logs and telemetry, drive root cause and mitigation.
• Partner with engineering teams to assess impact and risk, prioritize fixes, and influence roadmaps for reliability and observability.
• Own customer and stakeholder communication for critical issues: craft business impact assessments, provide updates, and deliver customer-ready narratives.
• Proactively identify patterns across tickets to recommend product and tooling improvements.
• Contribute to and maintain runbooks and knowledge base content for mobile workflows with regional nuances.
• Mentor L2 engineers and raise the bar on troubleshooting depth and documentation.
• Advocate for the voice of the customer in discussions with product and engineering.
• Analyze device telemetry and fleet patterns, translating data into actionable narratives.

Skills

Technical support experience

Mobile apps troubleshooting

Root-cause analysis

English communication

Cross-functional collaboration

Education

B.S. in Computer Science or Engineering

Job description

Samsara is seeking a Mobile Product Support Engineer to join the Global Technical Support team. You will act as a senior escalation owner for complex mobile issues and collaborate across Engineering and Product to improve reliability and compliance of mobile apps.

The role requires 6+ years in technical support for SaaS, strong mobile troubleshooting skills, and excellent communication in English. This is a senior individual contributor role with impact across regions.