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About the Role
The Technical Support Engineer will manage and resolve challenging issues for Planet partners and customers. This role requires developing subject matter expertise with Planet products, collaborating with team members, and quickly gaining an understanding of remote sensing, GIS, the Planet platform, APIs, and internal applications. It is a customer-facing position in a collaborative environment, demanding strong interpersonal skills. You will build relationships with product engineering teams to ensure smooth product deployments and timely resolution of technical problems, directly enabling customers to understand our changing world.
Responsibilities
- Provide technical support to Planet customers, partners, and employees via email, phone, chat, or in person.
- Meet/exceed customer expectations regarding response frequency, quality, and overall experience.
- Build foundational relationships with partner teams, including Engineering, Customer Success, Sales, and Product Management.
- Troubleshoot complex technical issues and understand their impact on customer business priorities to develop solutions.
- Manage and prioritize product bugs and enhancement requests.
- Participate in projects that improve the efficiency, quality, and overall customer experience with Planet products.
Requirements
- 4+ years of relevant experience in technical support, troubleshooting, and root cause analysis in a customer-facing role.
- 2+ years of experience in scripting languages (JavaScript, Python, Perl) and relational databases (e.g., MySQL, Oracle).
- Fluent German skills, as well as professional working proficiency in English.
- Understanding of API integration and web application stacks.
- Familiarity with geo-spatial data, satellite imagery, and GIS applications (e.g., ESRI, QGIS).
- Experience with AWS and container-based technology.
- Ability to manage communications for critical customer situations and coordinate resources.
- Ability to multitask, prioritize workload, and work both independently and collaboratively.
- Willingness to travel as necessary to client sites and to participate in scheduled weekend on-call support.
- 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 maintain a professional demeanor when handling complex user issues.
- Applicants must have a valid work permit or legal authorization to work in the EU at the time of application.
- Visa sponsorship is not available for this role.
Skills
- Technical support
- Troubleshooting
- Root cause analysis
- Scripting languages (JavaScript, Python, Perl)
- Relational databases (MySQL, Oracle)
- API integration
- Web application stacks
- Geo-spatial data
- Satellite imagery
- GIS applications (ESRI, QGIS)
- AWS
- Container-based technology
- Communication
- Multitasking
- Prioritization
- Independent work
- Collaboration
Location
- Berlin
- Remote
Work Type
- Full-time
- Hybrid
Experience Level
- 4+ years of relevant experience in technical support
- 2+ years of experience in scripting languages and relational databases
Education Level
- Bachelor's degree in Computer Science, Computer Engineering, or equivalent technical education and work experience.
Salary/Compensations
- €51.300—€64.080 EUR
Benefits
- Paid time off including vacation, holidays and company-wide days off
- Employee Wellness Program
- Home Office Reimbursement
- Monthly Phone and Internet Reimbursement
- Tuition Reimbursement and access to LinkedIn Learning
- Equity
- Volunteering Paid Time Off
About the Company
- 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.
- Planet is both a space company and data company.
- 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.
- Planet has a people-centric approach toward culture and community and strives to iterate in a way that puts team members first and prepares the company for growth.
- Planet is a global company with employees working remotely worldwide and joining from offices in San Francisco, Washington DC, Germany, Austria, Slovenia, and The Netherlands.
Equal Opportunity
- Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
- Planet is committed to building a community where everyone belongs and invites 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.