Director, Global Technical Support Engineering (Remote)
Samsara
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Benefits offered by this job
Job summary
Samsara is seeking a Director of Technical Support Engineering to deliver world-class 24x7 technical support for a rapidly growing mid-market and enterprise base. You will manage a 70+ team across time zones, partner with Product, Sales, and Customer Success, and drive escalate resolution, automation, and best practices that scale with the business.
Reporting to the VP of Global Customer Support, you will recruit, coach and develop leaders, while shaping support strategy for both hardware and
Qualifications
- BS in Engineering or related field; MBA a plus.
- 10+ years leadership experience in Technical Support/Engineering/Operations at Senior Manager or Director level.
Responsibilities
- Lead and scale a 70+ person remote and in-office support organization across time zones.
- Ensure SLAs and internal OLAs across channels are met.
- Drive resolution of technical issues in coordination with Product, Sales, and Customer Success.
- Hire, develop and lead inclusive, high-performing teams across geographies.
- Improve CSAT/NPS by delivering health insights to stakeholders.
- Oversee processes and tooling to boost efficiency and customer experience.
- Collaborate with cross-functional teams to support Samsara's portfolio.
Skills
Education
Tools
Job description
Samsara is seeking a Director of Technical Support Engineering to deliver world-class 24x7 technical support for a rapidly growing mid-market and enterprise base. You will manage a 70+ team across time zones, partner with Product, Sales, and Customer Success, and drive escalate resolution, automation, and best practices that scale with the business.
Reporting to the VP of Global Customer Support, you will recruit, coach and develop leaders, while shaping support strategy for both hardware and
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