Technical Support Engineer

Join Planet as a Technical Support Engineer, where you will manage and resolve challenging issues for our partners and customers. You will develop subject matter expertise with Planet products, collaborate with team members, and build strong relationships with product engineering teams. This customer-facing role requires solid interpersonal skills and a quick understanding of remote sensing, GIS, and the Planet platform. You will provide technical support, troubleshoot complex issues, manage product bugs and enhancement requests, and participate in projects to improve customer experience.

Responsibilities

• Provide technical support to Planet customers, partners, and employees via email, phone, chat, or in person, and meet/exceed customer expectations regarding response frequency, quality, and overall experience.
• Troubleshoot complex technical issues and understand their impact on customer business priorities to develop solutions, and manage and prioritize product bugs and enhancement requests.
• Build foundational relationships with partner teams, including Engineering, Customer Success, Sales, and Product Management, and participate in projects that improve the efficiency, quality, and overall customer experience with Planet products.
• Familiarity with geo-spatial data, satellite imagery, and GIS applications (e.g., ESRI, QGIS)

Requirements

• Bachelor's degree in Computer Science, Computer Engineering, or equivalent technical education and work experience
• Understanding of API integration and web application stacks
• 2+ years of experience in scripting languages (JavaScript, Python, Perl) and relational databases (e.g., MySQL, Oracle)

Experience with AWS and container-based technology

• 4+ years of relevant experience in technical support, troubleshooting, and root cause analysis in a customer-facing role
• Willingness to travel as necessary to client sites and to participate in scheduled weekend on-call support
• Ability to multitask, prioritize workload, and work both independently and collaboratively
• Ability to manage communications for critical customer situations and coordinate resources

Experience with Zendesk, JIRA, or comparable ticketing systems

• Ability to maintain a professional demeanor when handling complex user issues
• Excellent written and verbal communication skills with the ability to clearly articulate solutions to technical problems