Technical Support Manager

Planet; Paris; Hybride; EUR 50 000 - 80 000; Plein temps

Résumé du poste

Une entreprise de données et d'imagerie satellites recherche un(e) Technical Support Manager pour piloter l'équipe de support technique. Ce rôle impliquera la gestion des escalades clients, la coordination des problèmes techniques complexes, et le développement des compétences au sein de l'équipe. Le candidat idéal a un baccalauréat en informatique et une expérience significative en gestion d'équipe dans des environnements techniques. Ce poste est à distance, mais une présence au bureau est attendue trois jours par semaine si proche d'un site.

Prestations

Congés payés

Programme de bien-être des employés

Remboursement des frais de bureau à domicile

Remboursement mensuel de téléphone et Internet

Remboursement de frais de scolarité

Équité

Qualifications

• 3+ années d'expérience dans un rôle de gestion en support technique.
• Capacité à résoudre des problèmes techniques complexes.
• Expérience en analyse des causes profondes et en documentation.

Responsabilités

• Gérer les activités de l'équipe d'assistance technique.
• Servir de point de contact principal pour les clients internes et externes.
• Développer et améliorer la documentation des processus.

Connaissances

Gestion des conflits

Communication technique

Analytique

Formation

Baccalauréat en informatique ou équivalent

Outils

Zendesk

JIRA

Description du poste

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 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.

This is a full time, remote position based in Europe. If located near an office, you are expected to work from that office 3 days per week.

Impact You'll Own:

• 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.

What You Bring:

• 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 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.
• 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.
• 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.

Application Deadline:

October 20, 2025 by 23:59 PDT

Export Control Requirements:

Planet Labs Germany GmbH is authorized to receive U.S. export-controlled information at Planet under an export license issued by the Bureau of Industry and Security. This position requires access to export-controlled information, and as such, employment (or hiring of a contractor) is contingent upon the candidate’s ability to access all applicable export-controlled information without additional export licensing being required by the Bureau of Industry and Security and/or the Directorate of Defense Trade Controls.

Benefits While Working at Planet:

These offerings are dependent on employment type and geographical location, based upon applicable law or company policy.

• 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

#LI-REMOTE

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 [e-mail] 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.

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