Technical Support Supervisor

Responsibilities

• Lead and coach a team of 15 Technical Support Specialists, providing regular 1:1s, real-time feedback, and formal performance reviews
• Manage day-to-day operations, including queue monitoring, SLA adherence, and shift/schedule planning to ensure consistent coverage
• Act as the first point of escalation for complex or sensitive customer issues across phone, email, and chat
• Monitor team KPIs such as CSAT, SLA, FCR, and AHT, and report findings to leadership
• Partner with Product, Engineering, and Customer Success teams to share customer feedback and drive product improvements
• Identify opportunities to improve workflows, tools, and internal documentation like SOPs and runbooks

Requirements

• 8+ years of experience in technical support or a similar customer-facing technical role
• 2-3 years of experience in a team lead or supervisory capacity
• Strong troubleshooting skills across software/SaaS, network, or hardware environments
• Proficiency with ticketing and CRM tools (e.g., Zendesk, Salesforce, or ServiceNow)
• Ability to work in a shift-based environment, including evenings, weekends, or holidays
• Excellent written and verbal communication skills

Preferred Qualifications

• Experience in B2B SaaS, IoT, telematics, or networking domains
• Proven track record of managing and improving support KPIs
• Familiarity with basic SQL, APIs, logs, or monitoring tools
• Experience building support playbooks or knowledge base articles
• Familiarity with using AI tools and prompt engineering

About the Company

Samsara is the pioneer of the Connected Operations™ Cloud, a platform that enables organizations to harness IoT data to improve safety, efficiency, and sustainability. We help digitally transform the physical operations that power the global economy, including industries like transportation, construction, and manufacturing.