Technical Support Engineer II

Summary

Join Planet and become a Technical Support Engineer, providing technical support to customers, partners, and employees via various channels. You will meet and exceed customer expectations, build relationships with partner teams, and troubleshoot complex technical issues. Responsibilities include prioritizing product bugs and enhancement requests, participating in projects to improve customer experience, and ensuring smooth product deployments. This full-time, remote position requires 2+ years of experience in technical support, proficiency in geospatial data and GIS applications, and familiarity with scripting languages and databases. A Bachelor's degree in a relevant field and the ability to obtain US security clearance are required. Planet offers comprehensive benefits, including medical, dental, vision, paid parental leave, and more.

Requirements

• 2+ years 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 weekend on-call support
• Bachelor's degree in Computer Science, Computer Engineering, Geospatial Intelligence, GIS, Geography, Environmental Science, Natural Resource Management, Data Science or equivalent combination of technical education and work experience
• Ability to obtain and maintain US security clearance

Responsibilities

• 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

Preferred Qualifications

• Proficient in remote sensing and imagery analysis
• Active or current Top Secret (TS) security clearance
• Experience working on federal and/or defense contracts
• Located in the San Francisco Bay Area

Benefits

• Comprehensive Medical, Dental, and Vision plans
• Health Savings Account (HSA) with a company contribution
• Generous Paid Time Off in addition to holidays and company-wide days off
• 16 Weeks of Paid Parental Leave
• Wellness Program and Employee Assistance Program (EAP)
• Home Office Reimbursement
• Monthly Phone and Internet Reimbursement
• Tuition Reimbursement and access to LinkedIn Learning
• Equity
• Commuter Benefits (if local to an office)
• Volunteering Paid Time Off