What are the responsibilities and job description for the Technical Support Engineer II position at Planet Labs PBC?
Welcome to Planet. We believe in using space to help life on Earth.
Planet designs, builds, and operates the largest constellation of imaging satellites in history. This constellation delivers an unprecedented dataset of empirical information via a revolutionary cloud-based platform to authoritative figures in commercial, environmental, and humanitarian sectors. We are both a space company and data company all rolled into one.
Customers and users across the globe use Planet's data to develop new technologies, drive revenue, power research, and solve our world's toughest obstacles.
As we control every component of hardware design, manufacturing, data processing, and software engineering, our office is a truly inspiring mix of experts from a variety of domains.
We have a people-centric approach toward culture and community and we strive to iterate in a way that puts our team members first and prepares our company for growth. Join Planet and be a part of our mission to change the way people see the world.
Planet is a global company with employees working remotely world wide and joining us from offices in San Francisco, Washington DC, Germany, Austria, Slovenia, and The Netherlands.
About the Role:
The Technical Support Engineer will be responsible for managing and resolving challenging issues for Planet partners and customers. This includes developing subject matter expertise with Planet products and collaborating with other team members. The successful candidate will be able to quickly gain an understanding of the Planet platform, API's, and internal applications. This is a customer-facing role in a very collaborative environment, and therefore, it requires strong interpersonal skills. You will build strong relationships with product engineering teams to ensure smooth product deployments and timely resolution of technical problems. Your contributions will directly enable customers to understand our changing world.
This is a full-time, hybrid role which will require you to be in our Washington, D.C. office a minimum of 2 days per week. This position is expected to work on a 4x10 schedule, from Wednesday through Saturday.
Impact You'll Own:
- 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 strong 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
What You Bring:
- 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.
- Familiarity with one (or more) scripting languages: JavaScript, Python, Perl
- Familiarity with GIS applications, such asESRI, QGIS, etc.
- Familiarity with geo-spatial data, satellite imagery, and remote sensing
- 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, or equivalent combination of technical education and work experience
- Ability to work Wednesday - Saturday, 10 hour schedule (4x10 shift)
- Ability to work in our D.C. office 2 days a week
- Ability to obtain and maintain US security clearance
What Makes You Stand Out:
- Active or current Top Secret (TS) security clearance
- Experience working on federal and/or defense contracts
- Experience in remote sensing and imagery analysis
Application Deadline:
May 31, 2025 by 11:59pm PST
Benefits While Working at Planet:
These offerings are dependent on employment type and geographical location, based upon applicable law or company policy.
- 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
- Remote-friendly work environment
- 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
Compensation:
The US base salary range for this full-time position at the commencement of employment is listed below. Additionally, this role might be eligible for discretionary short-term and long-term incentives (bonus and equity). The final salary range is determined by job related experience, skills and location. The range displays our typical hiring range for new hire salaries in US locations only. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.
Why we care so much about Belonging.
We're dedicated to helping the whole Planet, and to do that we must strive to represent all of it within each of our offices and on all of our teams. That's why Planet is guided by an ultimate north star of Belonging-dreaming big as we approach our ongoing work. If this job intrigues you, but you're thinking you might not have all the qualifications, please... do apply! At Planet, we are looking for well-rounded people from around the world who can contribute to more ways than just what is listed in this job description. We don't just fill positions, we aspire to fulfill people's careers, most excited about folks who are motivated by our underlying humanitarian efforts. We are a few orbits around the sun before we get to where we want to be, so we hope you're excited to come along for the ride.
EEO statement:
Planet is committed to building a community where everyone belongs and we invite people from all backgrounds to apply. Planet is an equal opportunity employer, and committed to providing employment opportunities regardless of race, religious creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, pregnancy, childbirth and breastfeeding, age, sexual orientation, military or veteran status, or any other protected classification, in accordance with applicable federal, state, and local laws. Know Your Rights.
Accommodations:
Planet is an inclusive community and we know that everyone has their own needs. If you have a disability or special need that requires accommodation during the hiring process, please reach out to accommodations@planet.com or contact your recruiter with your request. Your message will be confidential and we will be happy to assist you.
Privacy Policy: By clicking "Apply Now" at the top of this job posting, I acknowledge that I have read the Planet Data Privacy Notice for California Staff Members and Applicants, and hereby consent to the collection, processing, use, and storage of my personal information as described therein.
Privacy Policy (European Applicants): By clicking "Apply Now" at the top of this job posting, I acknowledge that I have read the Candidate Privacy Notice GDPR Planet Labs Europe, and hereby consent to the collection, processing, use, and storage of my personal information as described therein.
Salary : $65,610 - $81,990
