Product Support Engineer III-1

Overview

Senior Mobile Product Support Engineer (PSE III) who leads complex, end-to-end investigations across Samsara’s mobile ecosystem and drives issue resolution with engineering and product teams.

What you'll do

• Serve as a senior escalation owner for high-impact and ambiguous mobile issues across mobile workflows and related systems.
• Lead structured, hypothesis-driven investigations to identify root cause and mitigation across mobile clients, backend services, and configuration layers.
• Partner with engineering teams to assess impact/risk, prioritize fixes or mitigations, and influence roadmaps for reliability and operational guardrails.
• Own customer and stakeholder communication for critical issues, including impact assessments, timelines, and incident summaries for senior audiences.
• Analyze patterns across customer tickets/incidents and recommend product/tooling improvements to reduce future volume and time-to-resolution.
• Maintain internal runbooks, incident playbooks, and knowledge base content for mobile workflows with regional nuances.
• Mentor and coach L2 engineers on troubleshooting, reproduction/scoping, and escalation/communication best practices.

What you'll need

• 6+ years of experience in technical support, solutions engineering, or similar roles 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, configuration, and data sync.
• Strong debugging and root-cause analysis skills for ambiguous, multi-system issues.
• Experience working directly with engineering and product, including reading JIRA tickets/RFCs and influencing prioritization using data and customer impact.
• Excellent written and verbal communication in English, including presenting technical narratives to engineers and non-technical stakeholders.
• Experience with direct customer interaction, incident response, and participation in a rotational after-hours/on-call support cadence is essential.

Details

• Location: Bengaluru, India.
• Requires participation in rotational after-hours/on-call support cadence.