Technical Support Engineer

Planet; Berlin; Vor Ort; EUR 60.000 - 90.000; Vollzeit

Benefits dieser Stelle

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

Zusammenfassung

Planet is seeking a Technical Support Engineer in Berlin to manage and resolve challenging issues for partners and customers. You will develop expertise in Planet products, GIS, remote sensing, and APIs, while collaborating with engineering and product teams to ensure smooth deployments.

The role emphasizes strong communication, on-call flexibility, and proactive problem solving to exceed customer expectations and drive successful outcomes.

Qualifikationen

• Bachelor’s degree in Computer Science, Computer Engineering, or equivalent technical education and work experience.
• 4+ years of 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).
• Familiarity with geo-spatial data, satellite imagery, and GIS applications (e.g., ESRI, QGIS).
• Experience with AWS and container-based technology.
• Experience with Zendesk, JIRA, or comparable ticketing systems.
• Excellent written and verbal communication skills.
• Willingness to travel as necessary to client sites and to participate in scheduled weekend on-call support.

Aufgaben

• Manage and resolve challenging issues for Planet partners and customers.
• Develop subject matter expertise with Planet products and collaborate with team members.
• Quickly gain understanding of remote sensing, GIS, the Planet platform, APIs, and internal applications.
• Provide technical support to Planet customers, partners, and employees via email, phone, chat, or in person.
• Build strong relationships with product engineering teams to ensure smooth deployments and timely resolution of problems.
• Troubleshoot complex technical issues and develop solutions.
• Manage and prioritize product bugs and enhancement requests.
• Participate in projects improving efficiency, quality, and customer experience.

Kenntnisse

Customer communication

Multitasking

On-call support

Ausbildung

Bachelor's degree in Computer Science or related

Tools

Zendesk

JIRA

MySQL

Oracle

AWS

Docker

Jobbeschreibung

Responsibilities

• 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 remote sensing, GIS, the Planet platform, API’s, and internal applications
• This is a customer-facing role in a very collaborative environment, and therefore, it requires solid 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
• 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

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

Qualifications

• Willingness to travel as necessary to client sites and to participate in scheduled weekend on-call support
• Bachelor’s degree in Computer Science, Computer Engineering, or equivalent technical education and work experience
• Ability to multitask, prioritize workload, and work both independently and collaboratively
• 2+ years of experience in scripting languages (JavaScript, Python, Perl) and relational databases (e.g., MySQL, Oracle)
• Familiarity with geo-spatial data, satellite imagery, and GIS applications (e.g., ESRI, QGIS)
• 4+ years of relevant experience in technical support, troubleshooting, and root cause analysis in a customer-facing role
• Understanding of API integration and web application stacks
• Ability to manage communications for critical customer situations and coordinate resources
• Experience with AWS and container-based technology
• 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