Lead IT Systems Support Engineer

Title: Lead IT Systems Support Engineer

Location: San Francisco, CA

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, and The Netherlands.

About the Role:

We are seeking a highly skilled and motivated Lead IT Systems Support Engineer to join our dynamic Corporate Engineering Team. As the Lead IT Systems Support Engineer, you will be responsible for managing and providing technical support to our internal users, ensuring the smooth operation of our IT systems and infrastructure. Your expertise, leadership, and customer-centric approach will be crucial in maintaining a high level of satisfaction and productivity across the organization.

Impact You’ll Own:

• Lead and supervise a team of IT support engineers, providing guidance, mentoring, and technical expertise to ensure the team’s success in meeting goals and objectives
• Serve as the main point of contact for all escalated technical support issues and provide timely and effective resolutions to minimize downtime and disruption for end-users
• Collaborate with cross-functional teams to identify and implement innovative solutions to improve IT processes, infrastructure, and user experience
• Conduct regular audits and assessments of IT systems and processes to identify areas for improvement and implement corrective actions as necessary
• Coordinate with external vendors and service providers to resolve technical issues, manage contracts, and ensure service level agreements are met
• Provide a high level of customer support to our end users in the office and remotely
• Work with internal clients to identify and resolve issues with their desktops, laptops, mobile devices, and connectivity
• Provide technical training and knowledge-sharing sessions to empower users and promote self-service capabilities
• Maintain accurate documentation of IT systems, configurations, and troubleshooting procedures to facilitate knowledge sharing and contribute to the IT knowledge base
• Participate in on-call rotation

What You Bring:

• Bachelor’s degree in Computer Science, Information Technology, or a related field. Relevant certifications (e.g., CompTIA A+, Microsoft Certified Systems Engineer) are highly desirable
• Proven experience (4+ years) in an IT support role, with at least 2 years in a leadership or supervisory position
• Provide in-person and remote technical support to our internal end-users and executive team
• Excellent technical knowledge and hands-on experience with a wide range of hardware, software, networking, and operating systems
• Excellent leadership and team management abilities, including the capability to motivate and develop a diverse team of IT professionals
• Demonstrated project management skills, with the ability to prioritize tasks, manage resources, and meet deadlines
• Experience and expertise in administering JIRA and Confluence or similar issue tracking and collaboration systems
• Experience and proficiency in using ServiceNow or similar IT service management platforms for inventory management, incident tracking, and ticketing
• Excellent problem-solving skills with the ability to diagnose and resolve complex technical issues independently or collaboratively
• Experience with audio/visual (A/V) equipment, including video conferencing systems, projectors, displays, and audio systems
• Experience in onboarding and offboarding processes, including provisioning and deprovisioning user accounts, hardware, and software
• Exceptional ability to work calmly and methodically in high-pressure situations, such as critical system failures or time-sensitive IT issues
• Experience in providing technical support and guidance to non-technical users, assisting them in understanding and resolving IT-related issues
• Strong team player with a collaborative mindset, actively contributing to the success of the IT team and the organization as a whole
• Strong documentation skills, with the ability to create clear, concise, and comprehensive technical documentation, including user manuals, system guides, and standard operating procedures

What Makes You Stand Out:

• Experience with SimpleMDM, Jamf, or MDS end-user management platforms
• Experience with Python, Amazon Web Services, and Google Cloud Platform
• Experience with Microsoft Windows SCCM or Intune
• Experience with Salt configuration management or similar
• Experience supporting a zero trust environment
• Intermediate familiarity with GAM

Benefits While Working at Planet:

• Comprehensive Health Plan
• Wellness program and onsite massages in specific offices
• Flexible Time Off
• Recognition Programs
• Commuter Benefits
• Learning and Tuition Reimbursement
• Parental Leave
• Offsites and Happy Hours
• Volunteering Benefits

Compensation:

The US base salary range for this full-time position at the commencement of employment is $80,100 – $100,100. Additionally, this role might be eligible for discretionary short-term and long-term incentives (bonus and equity). The final salary range is determined by job related experience, skills and location. The range displays our typical hiring range for new hire salaries in US locations only. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.

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 with diversity, equity and inclusion. 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 call Planet’s front office at: or contact your recruiter with your request. Your message will be confidential and we will be happy to assist you.

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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.