Product Support Engineer – Cameras

About the role:

We are looking for an experienced Product Support Engineer to join our Global Technical Support organization, with a primary focus on Safety Cameras. This role is designed for a technical leader who thrives on solving the most challenging escalations at the intersection of hardware, firmware, and AI-driven edge computing. 

You will serve as a critical bridge between our customers, field teams, and R&D, ensuring that our hardware products—ranging from dash cameras to complex multi-camera architectures—operate with maximum reliability in the field.

This is a remote role open to candidates residing in Canada.

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: 

• Serve as the final escalation point for intricate hardware and firmware issues, managing complex investigations from initial triage to definitive root cause resolution.
• Conduct comprehensive, end-to-end debugging across the entire stack, including hardware components, firmware, gateways, and AI/ML pipelines.
• Analyze device telemetry and fleet-level patterns using internal tools, translating raw data and logs into clear, actionable technical narratives.

• Drive continuous product improvement by leading post-mortem analyses to identify root causes, systemic issues, key learnings, and actionable trends.
• Collaborate closely with the R&D team, using support trend analysis to develop superior customer solutions.
• Lead technical feedback for new hardware to ensure supportability and meet installation requirements well before general availability.

• Define success criteria, validation plans, and operational runbooks for new hardware launches, ensuring global support team readiness.
• Lead on-site technical investigations and manage beta deployments for next-generation hardware, often in demanding environments.
• Develop or contribute to internal diagnostic tools to significantly accelerate ticket resolution and trend analysis.

• Elevate the organization's technical expertise by providing technical coaching and conducting case reviews for support engineers.

Minimum requirements for the role:

• Bachelor of Science (B.S.) degree in Automotive Engineering, Mechanical Engineering, Electrical Engineering, or similar field.
• 6+ years of experience in technical support, field engineering, or systems engineering, specifically with distributed, hardware-integrated products.
• Proficiency using diagnostic tools (multimeter, oscilloscope, power supply, CAN/LIN analyzers).
• Strong understanding of electrical fundamentals: voltage, current, resistance, grounding, signal integrity.
• Deep knowledge of automotive or industrial electrical systems (12V/24V architectures, ignition signals, fusing).
• Exceptional ability to translate complex technical concepts, including firmware or AI behaviors, into clear, professional explanations for diverse audiences, from customers to executives.
• Demonstrated strong resourcefulness, creativity, and problem-solving skills.
• Adaptability and ability to thrive in a fast-paced, dynamic work environment.
• Experience in direct customer interaction, incident response, and 24/7 on-call support is essential.
• Willingness to travel to customer locations for on-site investigations as needed (approximately 25% travel).

An ideal candidate also has:

• Prior experience with video safety systems, automotive electronics, or complex camera architectures.
• Automotive or heavy equipment experience.
• Electro-mechanical systems expertise.
• Data Analysis skills; Python, SQL and Tableau.