Technical Support Engineer II
PlanetPosted March 8, 2025
Washington, District of Columbia
Not Specified$65,610 - $81,990
Full Time
Job Description
The Technical Support Engineer at Planet will manage and resolve complex technical issues for customers and partners, requiring strong interpersonal skills and collaboration with engineering teams. This customer-facing role involves troubleshooting, building relationships, and ensuring smooth product deployments within a hybrid work environment.
Responsibilities
- •Provide technical support to Planet customers, partners, and employees via various communication channels.
- •Meet and exceed customer expectations on response frequency, quality, and overall experience.
- •Build strong relationships with partner teams including Engineering, Customer Success Managers, Sales, and Product Management.
- •Troubleshoot technically complex issues and develop solutions aligned with customer business priorities.
- •Disposition and prioritize product bugs and enhancement requests to the appropriate organization.
- •Participate in projects that improve the efficiency, quality, and overall customer experience with Planet products and services.
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.
- •Bachelor's degree in Computer Science, Computer Engineering, Geospatial Intelligence, GIS, or equivalent combination of technical education and work experience.
- •Ability to work in our D.C. office 2 days a week.
- •Ability to work Wednesday - Saturday, 10 hour schedule 4x10 shift.
- •Ability to obtain and maintain US security clearance.
- •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.
- •Familiarity with one or more scripting languages JavaScript, Python, Perl.
- •Familiarity with GIS applications, such as ESRI, 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.
- •Willingness to travel as necessary to client sites.
- •Ability to participate in scheduled weekend on-call support.
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
- •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
- •US base salary range of 65,610 - 81,990 USD
- •Discretionary short-term and long-term incentives (bonus and equity)
- •Full-time, hybrid work schedule with a minimum of 2 days in the office
- •4x10 work schedule from Wednesday through Saturday
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