Technical Support Engineer

Employment Type: Full-time Location Type: Remote (United States) Salary: Not Specified

Position Overview

Planet designs, builds, and operates the largest constellation of imaging satellites in history. We deliver an unprecedented dataset of empirical information via a revolutionary cloud-based platform to authoritative figures in commercial, environmental, and humanitarian sectors. We are both a space company and data company all rolled into one. Customers and users across the globe use Planet's data to develop new technologies, drive revenue, power research, and solve our world’s toughest obstacles.

As we control every component of hardware design, manufacturing, data processing, and software engineering, our office is a truly inspiring mix of experts from a variety of domains. We have a people-centric approach toward culture and community and we strive to iterate in a way that puts our team members first and prepares our company for growth. Join Planet and be a part of our mission to change the way people see the world.

Planet is a global company with employees working remotely worldwide and joining us from offices in San Francisco, Washington DC, Germany, Austria, Slovenia, and The Netherlands.

About the Role

The Technical Support Engineer will be responsible for managing and resolving challenging issues for Planet partners and customers. This includes developing subject matter expertise with Planet products and collaborating with other team members. The successful candidate will be able to quickly gain an understanding of remote sensing, GIS, the Planet platform, API’s, and internal applications. This is a customer-facing role in a very collaborative environment, and therefore, it requires solid interpersonal skills. You will build strong relationships with product engineering teams to ensure smooth product deployments and timely resolution of technical problems. Your contributions will directly enable customers to understand our changing world.

This is a full-time, remote position based in the United States. If located near an office, you are expected to work from that office 3 days per week.

Impact You'll Own

• Providing technical support to Planet customers, partners, and Planet employees via email, phone, chat, or in person (as necessary).
• Meeting/exceeding customer expectations on response frequency, quality, and overall experience.
• Building foundational relationships with partner teams including Engineering, Customer Success Managers, Sales, and Product Management.
• Troubleshooting technically complex issues and understanding how those issues impact the customers’ business priorities in order to develop solutions.
• Disposition and prioritization of product bugs and enhancement requests to the appropriate organization.
• Participating in projects that improve the efficiency, quality, and overall customer experience with Planet products and services.

What You Bring

• 2+ years of experience working as a Technical Support Engineer doing problem re-creation, root cause analysis, and troubleshooting complex technical issues with customers aligned with their business priorities.
• Proficiency with geo-spatial data, satellite imagery, and remote sensing.
• Proficiency with GIS applications, such as ESRI, QGIS, etc.
• Familiarity with one (or more) scripting languages: JavaScript, Python, Perl.
• Familiarity with API development.
• Familiarity with relational databases (e.g. MySQL, Oracle).
• Working knowledge of the components in a web applications stack.
• Experience with Zendesk, JIRA, or comparable ticketing systems.
• Excellent written and verbal communication skills with the ability to clearly articulate solutions to technical problems.
• Proven ability to maintain a professional demeanor when handling complex user issues.
• Ability to work independently, as well as contribute as a team player.
• Ability to multitask and prioritize workload.
• Willingness to travel as necessary to client sites.
• Ability to participate in scheduled on-call rotations.