Robotics Software Product Manager
Formic
IoT
Job Level
Junior
Tech Stack
IoT
About the role
- Provide world-class hardware and software support as part of the Tier 2 Global Technical Support team
- Resolve medium-to-high complexity customer issues and improve support across teams
- Troubleshoot Samsara’s IoT hardware and software, installations, and remote diagnostics
- Respond to customers and resolve inquiries timely with focus on meeting SLA goals
- Manage tickets, build knowledge base articles, and partner with Enablement on documentation
- Work closely with Engineering and Product teams to reproduce bugs and build testbeds
- Provide product and process feedback to Support Management to enhance customer experience
- Collaborate with support engineers across multiple locations and champion Samsara’s cultural principles
Requirements
- B.S. in Computer Science, Engineering (Mechanical/Electrical), or other technical fields
- 6 months - 1 year of experience in support, engineering, or other technical roles
- Bilingual English and Spanish is a must
- Technical know-how: comfortable interfacing with engineers, translating complex technical concepts, and working with SaaS systems
- Experience troubleshooting hardware and installations in a remote environment
- Excellent customer service and interpersonal skills with ability to influence contributors and leaders
- Excellent written and verbal communication skills
- Strong bias for action, ability to dive deep, and insistence on the highest standards
- Ability to work in a hyper growth environment with shifting priorities
- Willingness to work flexible hours during nights and weekends is preferred
- (Nice-to-have) Experience with industrial systems, electronics, tinkering with cars or IoT devices
- (Nice-to-have) Trilingual English, Spanish and French
- (Nice-to-have) Familiarity with CRMs like Zendesk or Salesforce
- (Nice-to-have) Familiarity with vehicles, trailers and diagnostic ports (e.g., OBD-II, J1939)
