• Oversee and assist offices with working on commercial jobs and communicating with customers • Establish relationships with customers from the initial call, notifying of the job through daily updates • Manage the progress of jobs through the job management system • Provide assistance with cost estimating on the job • Communicate with offices regularly to confirm job progress

• Proactive technical leadership regarding issues related to service assurance and delivery, network reliability, and customer satisfaction • High level analysis and identification of unique, complex, or chronic issues in the switch network • Technical management and direction in the resolution of real time, network-affecting core and peripheral elements, applications, or issues involving malfunction, degradation, and/or failure situations • Training and mentorship of lower-level Technical Support engineers and technicians, including the production and delivery of job aids, operational processes and procedures, and technical management methodologies • In-depth subject matter expertise in hardware/software/database operations for the Nortel DMS-10 switching systems. Subject matter expertise in the production of Technical Support bulletins and alerts • Reviewing and approving or deny/correct Methods of Procedures (MOP), Network Change Management System documents (NCMS) Task Orientated Practices (TOP), Product Change Notices (PCN), Vendor Manuals, Standard Configurations, etc. relative to quality, accuracy, and reliability • Technical direction of personnel and contractors in Field Operations and Core and Customer Installation, Repair, and Maintenance Centers • Engagement with manufacturers, suppliers, industry representatives, and entities • Availability and ability to perform 7x24x365 and on- call duties with limited assistance

• Develop a comprehensive understanding of the sales process, from contract initiation to billing and renewal options. • Be part of the team that becomes the subject matter expert on all things downgrades, cancellations and renewals and process them in the billing system • Be able to understand the mechanics of new accounts and upgrades to assist the team during high influx and financial close periods • Become an expert on product catalog and bundled offerings to facilitate optimal outcomes in renewal and other contract discussions • Work closely with customers (via phone and email) to understand their business needs and adjust their contracts as necessary • Investigate and resolve subscription discrepancies by working closely with customers and internal stakeholders. • Identify process improvements and explore automation opportunities to streamline operations.

• Provide comprehensive operational support to the sales organization, including but not limited to account and opportunity management and support case responses. • Solve time-sensitive sales pain points in the moment to get deals across the line. • Own enforcement of sales processes and policies. • Work cross-functionally with internal stakeholders to support sales deals and implement new initiatives. • Help administer sales tools, including Salesforce. • Champion, role model, and embed Samsara’s cultural principles as we scale globally and across new offices.