Technical Support Supervisor at Samsara

Who we are Samsara (NYSE: IOT) is the pioneer of the Connected Operations™ Cloud, which is a platform that enables organizations that depend on physical operations to harness Internet of Things (IoT) data to develop actionable insights and improve their operations. At Samsara, we are helping improve the safety, efficiency and sustainability of the physical operations that power our global economy. Representing more than 40% of global GDP, these industries are the infrastructure of our planet, including agriculture, construction, field services, transportation, and manufacturing — and we are excited to help digitally transform their operations at scale. Working at Samsara means you’ll help define the future of physical operations and be on a team that’s shaping an exciting array of product solutions, including Video-Based Safety, Vehicle Telematics, Apps and Driver Workflows, and Equipment Monitoring. As part of a recently public company, you’ll have the autonomy and support to make an impact as we build for the long term. About the role: As a Samsara The Supervisor, Technical Support leads a team of frontline Technical Support Specialists responsible for resolving customer issues across phone, email, and chat. This role owns day‑to‑day operations, team performance, and coaching, ensuring high-quality, timely support and an excellent customer experience. This is a shift-based role aligned to US working hours, including weekends, and requires flexibility to work in a hybrid office setup. We are open to candidates currently based in Bengaluru, as well as those willing to relocate; however, relocation assistance will not be provided. 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-caliber team that will encourage you to do your best. In this role, you will: • Team leadership & coaching • Lead a team of 15 Technical Support Specialists • Hold regular 1:1s, provide real‑time feedback, and run formal performance reviews • Support onboarding and continuous training on products, tools, and processes • Operational management • Monitor queues, SLAs, response/resolution times, and adherence • Plan and manage schedules, shift rotations, and time‑off to ensure coverage • Manage daily standups and communicate priorities, updates and changes • Quality & escalations • Review tickets/calls/chats for quality; identify trends and coach for improvement • Act as the first point of escalation for complex or sensitive customer issues • Ensure consistent documentation and use of knowledge base articles • Process & collaboration • Identify recurring issues and improvement opportunities in workflows and tools • Partner with Product, Engineering, Customer Success, and Operations to share customer feedback and drive fixes • Contribute to build and maintain internal runbooks, SOPs, and FAQs • Reporting & governance • Maintain,Track and report team KPIs (e.g., CSAT, SLA, FCR, AHT, backlog) • Ensure compliance with security, privacy, and company policies. • Participate in hiring, selection, and promotion decisions for the team. Minimum requirements for the role: • 8+ years in technical support or a similar customer‑facing technical role • 2-3 years of team lead/supervisory experience (formally or informally) • Strong troubleshooting skills across software/SaaS, network, or hardware environments • Clear, confident communication skills (written and verbal) with customers and internal teams • Experience working with ticketing/CRM tools (e.g., Zendesk, Salesforce, ServiceNow) • Ability to work in a shift‑based environment (evenings/weekends/holidays if required) An ideal candidate also has: • Experience in B2B SaaS, networking, IoT, telematics, or similar technical domains • Prior responsibility for KPIs such as CSAT, SLA, and productivity metrics • Experience building or improving support processes, playbooks, or knowledge bases • Familiarity with basic SQL, APIs, logs, or monitoring tools for deeper troubleshooting • Familiarity working with AI tools and building prompts. #LI-hybrid Total Rewards At Samsara, we build for the people who keep the global economy moving. We want owners, not passengers, which is why our rewards are designed to fuel high-impact builders. Our compensation program delivers above-market total compensation through a combination of base salary, performance-based bonus/variable pay, and equity (for eligible roles) in a high-growth public company. We meaningfully differentiate pay for our top performers, who have the opportunity to earn above-market compensation that can outpace the broader market over time. Beyond compensation, we provide the foundations that enable long-term success: a flexible, employee-led remote model, a professional development stipend, comprehensive health and parental leave plans, and more. If you’re ready to build for the long term and own the outcome, your journey starts here. Flexible Working At Samsara, we embrace a flexible working model that caters to the diverse needs of our teams. Our offices are open for those who prefer to work in-person and we also support remote work where it aligns with our operational requirements. For certain positions, being close to one of our offices or within a specific geographic area is important to facilitate collaboration, access to resources, or alignment with our service regions. In these cases, the job description will clearly indicate any working location requirements. Our goal is to ensure that all members of our team can contribute effectively, whether they are working on-site, in a hybrid model, or fully remotely. All offers of employment are contingent upon an individual’s ability to secure and maintain the legal right to work at the company and in the specified work location, if applicable. Belonging at Samsara At Samsara, we welcome everyone regardless of their background. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, gender, gender identity, sexual orientation, protected veteran status, disability, age, and other characteristics protected by law. We depend on the unique approaches of our team members to help us solve complex problems and want to ensure that Samsara is a place where people from all backgrounds can make an impact. Accommodations Samsara is an inclusive work environment, and we are committed to ensuring equal opportunity in employment for qualified persons with disabilities. Please email [Upgrade to PRO to see contact] or click here if you require any reasonable accommodations throughout the recruiting process. Our Commitment to Authenticity We use Tofu, a fraud detection tool, to validate the authenticity of applications and protect against identity fraud. This ensures we are connecting with real people and allows us to prioritize genuine candidates. Please see Samsara’s Candidate Privacy Notice for more information. Fraudulent Employment Offers Samsara is aware of scams involving fake job interviews and offers. Please know we do not charge fees to applicants at any stage of the hiring process. Official communication about your application will only come from emails ending in @samsara.com, @us-greenhouse-mail.io or @mail3.guide.co. For more information regarding fraudulent employment offers, please visit our blog post here.