Technical Support Manager

Employment Type: Full-time Location Type: Remote (Europe-based)

Position Overview

Planet designs, builds, and operates the largest constellation of imaging satellites in history, delivering unprecedented data via a revolutionary cloud-based platform. We are a space and data company committed to using space to help life on Earth. Our customers use our data to develop new technologies, drive revenue, power research, and solve global challenges. We foster a people-centric culture and are looking for talented individuals to join our mission to change the way people see the world.

The Technical Support Manager is a thought leader for the tech support team, ensuring Planet provides top-quality customer service. This role involves leading, managing, and maintaining all customer troubleshooting and support activities, motivating a team to deliver exceptional service while handling internal and external queries and complaints. You will build strong relationships with customer engineering teams to facilitate smooth product deployments and resolve technical problems, directly enabling customers to understand our changing world.

Responsibilities

• Manage employee activity and development.
• Serve as the primary escalation point for external and internal customer issues, coordinating across all internal teams for timely resolution.
• Provide consistent oversight on service ticket progress to manage customer timelines and expectations.
• Manage complex customer issues, coordinating appropriate technical personnel, defining work plans, deadlines, and driving customer communications until issue resolution is confirmed.
• Develop, implement, and continuously improve process documentation for the technical support team.
• Ensure the team maintains depth and breadth of technical skills to support customer demand.
• Manage and delegate projects using standard project/program management methodologies.
• Drive collaboration with global cross-functional teams.
• Effectively communicate critical issue status to executive staff, sales teams, and other stakeholders.
• Troubleshoot technically complex issues, understanding their impact on customer business priorities to develop solutions.
• Lead cross-functional post-incident process reviews for continuous improvement.
• Identify systemic and pervasive issues related to products and/or processes and drive actions to prevent future problems.
• Participate in projects that improve the efficiency, quality, and overall customer experience with Planet products and services.

Requirements

• Bachelor's degree in Computer Science, Computer Engineering, or an equivalent combination of technical education and work experience.
• 3+ years of experience managing, coordinating, and ensuring resolution on executive-facing escalations.
• 3+ years of experience working as a people manager in a technical support or customer-facing role.

Company Information

Planet is a global company with employees working remotely worldwide and offices in San Francisco, Washington DC, Germany, Austria, Slovenia, and The Netherlands. We believe in using space to help life on Earth.