Rehan Ballary

Provide advanced technical support for Samsara's REST APIs, OEM integrations, and connected operations platform, focusing on uptime, reliability, and customer success. Resolve complex API issues involving OAuth 2.0 authentication, rate limits, and large-scale data integrations, ensuring minimal disruption to enterprise customers. Develop SQL and Python scripts to troubleshoot API and data sync issues, automating case analysis and improving team efficiency. Participate actively in AI model training initiatives including Agentic AI, Voice AI, and Prompt Engineering, contributing directly to Samsara's AI-driven support transformation. Conduct API training sessions for new hires and mentor L1 engineers, emphasizing real-world case handling, debugging best practices, and customer empathy. Collaborate with engineering and product teams to improve internal API documentation, communicate Product Feedback, Bugs and L1 troubleshooting flows, reducing escalation volume. Manage high-impact customer escalations, delivering timely technical and business-level communication via email, meetings, and conference calls.

Diagnosed and resolved complex GRC platform issues; collaborated closely with R&D for defect analysis and product improvements. Authored internal knowledge base content to streamline issue resolution and reduce ticket turnaround time. Drove customer feedback initiatives to influence roadmap prioritization and feature development.

Delivered L2 support for ERP applications, analysing SQL data and logs to identify and resolve root causes. Partnered with engineering to validate bug fixes and contribute to system enhancements. Authored 50+ knowledge base articles to improve team efficiency and knowledge retention. Acted as regional SME for system outages, reducing client downtime through proactive monitoring and escalation handling. Mentored new hires on ERP troubleshooting and SQL-based issue diagnosis.