Technical Support Manager, Planet
+ Equity for eligible roles
More information about location
Global daily Earth data provider
Be an early applicant
Global daily Earth data provider
1001+ employees
Be an early applicant
+ Equity for eligible roles
More information about location
1001+ employees
Company mission
To image all of Earth’s landmass every day, and make global change visible, accessible and actionable.
Role
Who you are
- Bachelor's degree in Computer Science, Computer Engineering, or equivalent combination of technical education and work experience
- 3+ years of experience managing, coordinating, and ensuring resolution on executive-facing escalations
- 3+ years experience working as a people manager in an escalation or technical support function
- 3+ years experience in troubleshooting complex technical issues with the ability to understand how those issues impact the customers business priorities
- 3+ years experience in problem recreation and root cause analysis
- 3+ years experience in one (or more) scripting languages: JavaScript, Python, Perl
- 3+ years experience with relational databases (e.g. MySQL, Oracle)
- Excellent written and verbal communication skills at the C-Level
- Previous experience in writing customer-facing “Root Cause Analysis” or Postmortem reports
- Working knowledge of API’s
- Familiarity with GIS applications (ESRI, QGIS)
- Familiarity with geo-spatial data, satellite imagery, and remote sensing
- Experiencing in defining strategy and implementing AI support solutions related to AI agents, AI agent assist, and AI bots
- Experience with Zendesk, JIRA, or comparable ticketing systems
- Excellent written and verbal communication skills with the ability to clearly articulate solutions to technical problems
- Ability to work in a challenging environment with global customers
- Ability to work independently, as well as contributing as a team player
- Ability to multitask and prioritize workload
- Willingness to travel as necessary to client sites located in EMEA
- Ability to support scheduled weekend on-call support as needed
- Proven ability to lead and collaborate effectively in a team environment, with coaching, communication, and interpersonal skills
- Customer-focused mindset with demonstrated problem-solving abilities and thought leadership
- Highly organized, proactive, and curious, with the ability to manage critical situations with professionalism and clarity
What the job involves
- The Technical Support Manager is the thought leader of the tech support team
- They will act as a guiding force to ensure that Planet is providing top quality customer services to our clients
- The Technical Support Manager will lead, manage, and maintain all activities related to customer troubleshooting and support including leading, motivating a team of staff to ensure they're giving the best customer service possible while handling queries and complaints from both internal and external customers
- You will build excellent relationships with customer engineering teams to ensure smooth product deployments and timely resolution of technical problems
- Your contributions will directly enable customers to understand our changing world
- Manage employee activity and development
- Serve as the primary escalation point for external & internal customers regarding issues, coordinating across all internal teams to ensure issue resolution is completed in a timely manner
- Provide consistent oversight on service tickets progress to ensure customer timelines and expectations are managed
- Manage complex customer issues, coordinating appropriate technical personnel, defining work plans, deadlines and driving customer communications until the customer has confirmed issue resolution
- Develop, implement, and continuously improve process documentation for the technical support team
- Ensure depth and breadth of technical skills are maintained across the team to support customer demand
- Ability to manage and delegate projects using standard project/program management methodologies
- Ability to drive collaboration with global cross functional teams
- Effectively communicate critical issue status to executive staff, sales teams, and other stakeholders
- Troubleshoot technically complex issues and understand how those issues impact the customers business priorities in order to develop solutions
- Lead cross-functional post-incident process reviews to ensure 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
- Determine methods and procedures, and guide team members in problem-solving
- Ensure high expectations of customer service and service level agreements are met and maintained
- Track key performance indicators (KPi’s) to ensure proper service levels are met
- Lead hiring and career development for a team of professionals across a variety of technical disciplines
Application process
- Application Deadline: October 20, 2025 by 23:59 PDT
Our take
Planet’s high resolution, high frequency Earth-imaging satellites make daily changes in the earth more visible, allowing the company to provide quick turnaround geo-spatial data to its customers. The company was founded by a group of former NASA employees driven by a desire to make global change more actionable by rendering it more visible.
Planet operates the largest Earth-imaging satellite network available, putting it ahead of any competitors. Its landmass data is easy to access, requiring only a subscription from its members - who range from ecological organizations, to private companies and government bodies. The company is also supporting SES and Telesat on their space relay projects for NASA.
The current focus of Planet seems to be on employing its network towards climate and environmental issues. A partnership with Accenture comes with the goal of developing AI-powered geospatial intelligence tools to support sustainability projects; and the company's acquisition of Salo Sciences will allow it to develop offerings around enabling customers to quantify carbon stocks, monitor forest change, and mitigate climate risks.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
29% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Feb 2019
$168m
SERIES D
Jul 2015
$131m
SERIES C
Total funding: $434.4m
Company benefits
- Comprehensive health plan
- Wellness program and massages
- Flexible time off
- Recognition programs
- Commuter benefits
- Learning and tuition reimbursement
- Parental leave
- Offsites and happy hours
- Volunteering benefits
Company HQ
South Beach, San Francisco, CA
Leadership
Will Marshall
(CEO& Co-Founder)After a Ph.D. at UCSB and Postdoc at Harvard, they worked for almost 6 years as a NASA Scientist. They left in January 2012 to co-found Planet the following month.
Robbie Schingler
(CSO & Co-Founder)They took an MBA at Georgetown University before spending over 5 years at NASA. They left their Chief of Staff role in October 2011 to co-found Planet with Will.
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