Incident and Escalations Manager - Mexico

About the role:

Samsara is looking for an experienced Incident and Escalation Manager to join our Global Technical Support organization to provide individualized support with an elevated level of care and urgency for our customers. This includes providing executive-level communications to our customers and internal stakeholders. You will support customers involved in time-sensitive incidents and manage their overall experience by collaborating closely with customer stakeholders as well as Samsara’s Sales, Customer Success, Technical Support, Product Management, and Engineering teams. You will be part of the Incident and Escalations team within the umbrella of the Global Technical Support organization.

We are looking for a candidate with exemplary executive-level communication skills and a solid track record of managing high-priority incidents and projects to produce successful outcomes for our customer base. A successful candidate will be a creative problem solver with a passion for superb service and customer devotion.

This is a remote working position open to candidates residing in Mexico. Relocation assistance will not be provided for this role.

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, and 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: 

• Single Point of Contact: Manage the lifecycle of an escalated incident including, but not limited to, acting as the single point of contact for the customer and internal stakeholders. Be responsible for resource coordination and communication through escalation closure.
• Cross-Functional Partnerships: Build strong working relationships with key stakeholders across Customer Success, Engineering, Product, and Sales, with a focus on fostering efficient collaboration and driving down resolution times.
• Process Development: Develop, implement, and coordinate key post-escalation processes such as post-incident reviews, post-mortems, trend evaluation, and other key continuous improvement activities in conjunction with the Support Operations team.
• Best Practices: Establish and maintain escalation SOP’s in accordance with industry standards and best practices.
• Reporting & Metrics: Build and monitor escalation KPIs and relevant reporting to ensure support continues to provide the best internal and customer experience possible for escalated incidents.
• Executive Reviews: Drive and manage incident review meetings focused on critical/major escalations with senior executives.
• Samsara Culture: Champion, role model, and embed Samsara’s cultural principles (Focus on Customer Success, Build for the Long Term, Adopt a Growth Mindset, Be Inclusive, Win as a Team) as we scale globally and across new offices.

Minimum requirements for the role:

• 3+ years of incident management and/or escalation management experience in fast-paced software/technology environments (SaaS/PaaS/IoT).
• Demonstrated project management experience with an ability to influence stakeholders to achieve desired outcomes.
• Exceptional judgment in high-pressure scenarios, and ability to make timely recommendations from both business and technical standpoints.
• Demonstrated ability to communicate customer issues in a meaningful way to both technical and business audiences at various levels of seniority.
• Excellent verbal, written, communication, and receptive listening skills.
• Proven ability to build strong working relationships cross-functionally to drive effective teamwork and communication.
• Experience working with ticketing systems such as Zendesk and Salesforce.

An ideal candidate also has:

• 5+ years of Technical Support and/or Support Services related experience with a proven track record of delivering business value and improvement.
• High levels of emotional intelligence (EQ), empathy, proactivity, and the ability to advocate for both clients and internal teams alike, continuously striving for mutually beneficial solutions.
• Strong bias for action, ownership, ability to dive deep, and insistence on the highest standards.
• Ability to work in a hyper-growth environment with shifting priorities.
• Experience working with dashboard tools such as Zendesk Explore and Tableau.
• Additional Language skill(s): Spanish, French, German, or Dutch.