AT A GLANCE
Senior technical escalation owner for mobile product support, leading complex investigations across Samsara's IoT platform and mentoring L2 engineers.
KEY SKILLS
Mobile app troubleshooting (Android/iOS)Root cause analysisSaaS product supportFleet telematicsLog analysis and telemetryBackend services debuggingAPI troubleshootingData synchronizationIncident managementTechnical documentationCross-functional collaborationCustomer communicationIoT platformsRegulatory compliance
WHAT YOU'LL DO
- Own L3/PSE escalations for high-impact mobile issues across Driver, Fleet, Routing, Asset Maintenance, and Forms products
- Lead structured, hypothesis-driven investigations to identify root causes across mobile clients, backend services, and configuration layers
- Partner with engineering teams to assess impact, prioritize fixes, and influence product roadmap for reliability and observability
- Manage customer and stakeholder communication for critical issues with clear business impact assessments and timelines
- Identify patterns across tickets and incidents to recommend product and tooling improvements
- Maintain internal runbooks, incident playbooks, and knowledge base content for mobile workflows with regional considerations
- Mentor and coach L2 engineers on troubleshooting depth, issue reproduction, and escalation criteria
- Advocate for customer voice in product and engineering discussions using data from escalations and frontline feedback