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About the Role

Reporting to the Application Support Team Lead, you will provide application support to internal and external users for our mission-critical payments backend system, ensuring timely fund delivery and a seamless payment experience.

Responsibilities

• Monitor, classify, triage, and resolve incoming help desk tickets.
• Create and maintain comprehensive documentation, including troubleshooting guides, support procedures, and knowledge base articles.
• Ensure continuous uptime, scalability, and optimal performance of supported applications.
• Deliver timely responses and resolutions within defined Service Level Agreements (SLAs).
• Communicate effectively with key stakeholders and end users.
• Quickly acquire proficiency in new solutions' functionality and troubleshooting methods.
• Ensure all incidents are accurately documented within the ITSM toolset.
• Provide outstanding support, including on-call support when necessary.

Requirements

• Experienced in taking ownership of tasks, commitments, and quality.
• Contribute to a culture of continuous improvement service.
• Self-motivated and detail-oriented team player.
• Able to efficiently break down problems and leverage business resources to establish a clear path toward customer value despite ambiguity.
• Demonstrates exceptional written and verbal communication skills.
• Ability to elucidate complex concepts thoroughly in a clear and concise manner.
• Solid foundation in software engineering.
• Advanced skills in UNIX commands.
• Experience working with SQL databases such as MySQL.
• Skilled in the use of commonly used scripting languages such as Bash, PERL, AWK.
• Intermediate-level proficiency in Relativity (RCA, other Relativity certifications a plus!), eDiscovery data processing tools, and the EDRM.
• Experience with container technologies such as Docker and Kubernetes is a plus.
• Experience with RabbitMQ or Kafka is a plus.

Skills

• UNIX commands
• SQL databases
• MySQL
• Bash scripting
• PERL scripting
• AWK scripting
• Relativity
• eDiscovery data processing tools
• EDRM
• Docker
• Kubernetes
• RabbitMQ
• Kafka

Location

• London

Work Type

• Hybrid

Experience Level

• 3+ years of experience

Education Level

• Bachelor's degree preferred

About the Company

• Planet is a leading technology company transforming payments by putting customer experience first.
• We offer integrated solutions that include payment processing, VAT refunds, dynamic currency conversion, and management services for merchants in the Retail and Hospitality sectors worldwide.
• We have experienced significant growth, expanding our services and global presence.
• With strong private equity investors, Advent International and Eurazeo, we have the financial capital and expertise to grow our capabilities and reach through acquisitions.
• Our mission is to create a world of connected commerce where payments are simple, secure, and seamless, enabling our partners to deliver exceptional experiences to their customers.
• Planet provides integrated software, payment and technology solutions for its customers in the Hospitality and Retail sectors and worldwide via a network of global Financial Services Partners.
• Founded over 35 years ago, we have evolved our services, delivering an innovative digital commerce platform that puts customer experience first.
• With headquarters in London and around 3,000 expert employees located across six continents we serve customers in over 120 markets.

Equal Opportunity

• Planet is an equal opportunity employer where diversity is valued, and all employment is decided based on qualifications, merit, and business need.