[Remote] Technical Support Manager at Planet

Ifs, Normandy, France

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Aerospace, Data & Analytics, SaaSIndustries

Requirements

Candidates should possess a Bachelor's degree in Computer Science, Computer Engineering, or an equivalent combination of technical education and work experience. A minimum of 3 years of experience is required in managing and coordinating executive-facing escalations, as well as 3 years of experience as a people manager in a technical support environment.

Responsibilities

The Technical Support Manager will lead and manage all customer troubleshooting and support activities, motivating staff to provide excellent customer service and handle queries. This role involves building relationships with customer engineering teams for smooth product deployments and timely technical problem resolution. Responsibilities include managing employee development, serving as the primary escalation point, overseeing service ticket progress, managing complex customer issues by coordinating technical personnel and defining work plans, developing and improving support team processes, ensuring the team maintains strong technical skills, managing and delegating projects, driving collaboration with global cross-functional teams, communicating critical issue status to executive staff and stakeholders, troubleshooting technically complex issues, and leading post-incident reviews to drive continuous improvement and identify systemic issues.

Skills

Technical Support

Customer Service

Team Leadership

Problem Solving

Customer Relationship Management

Product Deployment

Planet

High-resolution satellite imagery subscription service

About Planet

Planet captures high-resolution satellite images of the Earth using a fleet of small satellites called Doves. These satellites provide near-daily, detailed imagery across eight different bands, allowing clients to monitor environmental changes, manage resources, plan urban developments, and respond to disasters. The company operates on a subscription-based model, giving clients access to a vast library of images and data analytics tools. This approach ensures consistent revenue as clients require ongoing updates. Planet differentiates itself by offering customized solutions and educational resources through Planet School, helping users effectively utilize their platform. The goal of Planet is to be a leader in the geospatial intelligence market, providing valuable insights through frequent and detailed Earth observation.

San Francisco, CaliforniaHeadquarters

2010Year Founded

$617.1MTotal Funding

IPOCompany Stage

Data & Analytics, AerospaceIndustries

1,001-5,000Employees