Manager, Technical Support

About the role:

You will be responsible for managing a team of Tier 1 Technical Support Specialists in our Bengaluru office, directly monitoring, reporting, and driving improvements in team-level metrics and KPI’s, keeping up with new products and ongoing training and developing processes. Your work will be collaborative in nature, working together with managers in multiple support locations to serve our customers. Your work will be cross-functional in nature and will involve working cross-functionally with Product Management, Engineering, Sales, Operations, and Marketing on a weekly basis.

Experience in a technical support role, proven analytical skills, and strong communication skills are a must. You should be comfortable acting as an escalation point with customers, development teams, and sales teams, and be able to manage projects through to completion. Relationship building, prioritization of projects, and super-effective communication define you.

Our current Support team brings a diverse set of technical interests and experiences, from hacking on Raspberry Pi’s and building web applications, to building gaming computers and rebuilding guitars. We're looking for technically minded, data-driven builders to join our fast-growing team, where you will have a big impact on the success of the product and the company.

This is a hybrid position with 2 days work from our Bengaluru office. You must express the T readiness to work in a 24x7 operational environment.

You should apply if:

• You want to impact the industries that run our world: Your efforts will result in real-world impact—helping to keep the lights on, get food into grocery stores, reduce emissions, and most importantly, ensure workers return home safely.
• You are the architect of your own career: If you put in the work, this role won’t be your last at Samsara. We set up our employees for success and have built a culture that encourages rapid career development, countless opportunities to experiment and master your craft in a hyper growth environment.
• You’re energized by our opportunity: The vision we have to digitize large sectors of the global economy requires your full focus and best efforts to bring forth creative, ambitious ideas for our customers.
• You want to be with the best: At Samsara, we win together, celebrate together and support each other. You will be surrounded by a high-calibre team that will encourage you to do your best.

In this role, you will:

• Directly manage a team of Tier 1 Technical Support Specialists and assist in recruiting and hiring to support rapid growth
• Maintain a high degree of customer satisfaction with the Support Team while ensuring the team meets established SLA’s
• Highly visible to the local team and active in managing schedules and making real-time adjustments to assignments to ensure fast response and quality service
• Produce reporting that demonstrates team effectiveness to Engineering, PM, and Leadership
• Explore, implement, and integrate systems that will help the team scale through tremendous growth
• Successfully manage onboarding and continuous education for members of the team
• Manage interactions between Support and other departments pertaining to customer issues/feedback
• Mentoring new hires as the organization grows quickly
• Model and support the Samsara cultural principles - Obsess over customers, build for the long term, and challenge yourself

Minimum requirements for the role:

• B.A./B.S. required, preferably in a technical or quantitative field
• 10 years of experience in a high volume technical support environment
• 3+ years of experience managing a team
• Strong spoken and written language skills for working with high-value customers and publishing documentation
• Interest in working in a fast-growing environment with changing responsibilities, and a tolerance for ambiguity
• Experience with industrial systems, electronics, tinkering with cars, or similar hands-on work is a plus
• Experience managing remote workers is a plus
• Experience with Zendesk is a plus