Product Support Engineer III

Job title: Product Support Engineer III

About the Role We are seeking an experienced Mobile Product Support Engineer to join our Global Technical Support organization. This role is ideal for a technical leader who thrives on solving highly complex mobile-related issues with a focus on customer impact, operational workflows, and regulatory considerations. As a Product Support Engineer, Mobile Experience, you will be a senior technical escalation owner responsible for leading end-to-end investigations across Samsara’s mobile ecosystem, collaborating with Engineering and Product teams to drive resolution, improve quality, and influence roadmaps that enhance reliability and compliance of Samsara’s mobile applications.

What You'll Do

• Act as primary L3/PSE owner for high‑impact and ambiguous mobile issues (Driver, Fleet, routing and dispatch flows; Asset Maintenance, Connected Workflows, mobile‑to‑cloud data mismatches).
• Lead structured, hypothesis‑driven investigations: define the problem, build reproducible cases, analyze logs and telemetry, and drive to clear root cause and mitigation across mobile clients, backend services, and configuration layers.
• Partner closely with Engineering teams to assess impact and risk, prioritize fixes or mitigations, and influence roadmaps for reliability, observability, and guardrails.
• Own customer and stakeholder communication for critical issues: craft clear business impact assessments and timelines; provide concise updates to Support, CSMs, Sales, and Product; deliver customer-ready narratives and post-incident summaries for senior audiences (EMEA and globally).
• Proactively identify patterns across tickets and incidents to recommend product and tooling improvements (e.g., logging, app-state capture, diagnostics, in-app surfaces, guardrails) that reduce future volume and time-to-resolution.
• Contribute to and maintain internal runbooks, incident playbooks, and knowledge base content for mobile workflows, reflecting regional nuances (EMEA regulations, language support, rollout status).
• Mentor and coach L2 engineers, raising the bar on troubleshooting depth, documentation quality, issue reproduction/scoping, escalation criteria, and engineering communication.
• Advocate for the voice of the customer in discussions with product and engineering, grounded in real data from escalations and frontline feedback.
• Analyze device telemetry and fleet-level patterns using internal tools, translating raw data and logs into clear, actionable technical narratives.

What We're Looking For

• B.S. in Computer Science, Engineering (Mechanical/Electrical), or other technical fields.
• 8+ years of experience in technical support, solutions engineering, or similar roles working directly with complex SaaS products; at least one major area of depth in mobile applications or fleet/telematics workflows.
• Proven expertise troubleshooting mobile apps across Android and/or iOS, including device/OS constraints, network behavior, authentication flows, app configuration, and data synchronization with backend services.
• Strong debugging skills.