Planet

Technical Support Manager

Ifs, Normandy, France

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

Benefits

Health Insurance
Dental Insurance
Vision Insurance
Health Savings Account/Flexible Spending Account
Unlimited Paid Time Off
Paid Vacation
Paid Sick Leave
Paid Holidays
Sabbatical Leave
Remote Work Options
Wellness Program
Mental Health Support
Home Office Stipend
Phone/Internet Stipend
Tuition Reimbursement
Equity
Commuter Benefits
Volunteering Paid Time Off
Parental Leave

Risks

Increased competition from companies like Antaris threatens market share.
Recent layoffs may impact operational efficiency and innovation.
Expansion of partnerships may stretch resources, reducing service quality.

Differentiation

Planet operates the largest fleet of Earth-imaging satellites globally.
Their subscription model ensures continuous revenue from diverse sectors.
Planet's AI-driven analytics enhance satellite imagery insights significantly.

Upsides

AI-driven analytics can expand into agriculture and urban planning sectors.
Partnerships with platforms like UP42 enhance data offerings and capabilities.
Smart city management using satellite data offers new revenue streams.

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