Application Support Specialist

2 weeks ago

London, United Kingdom Planet Paymet Full time

Application Support Specialist page is loaded Application Support Specialist Apply remote type Hybrid locations London - UK time type Full time posted on Posted 4 Days Ago job requisition id JR07224

Role : Application Support Engineer

Function: Product & Technology

Location: London

Reporting to : Hugo Martins, Engineering Manager

The payments market is the most exciting technology market in the world today for good reason. McKinsey values it globally at over $2 trillion and it’s growing between 13-15% year-on-year. Some of the largest most dynamic brands are investing in this sector; Apple has ApplePay, Google has GooglePay, Amazon has AmazonPay, and it’s not just the Silicon Valley brands. Tencent owns WeChatPay, Alibaba owns Alipay and digital disruptors like Square, Stripe and Adyen all invest millions to grow the payments market.

Planet is a technology company that’s transforming payments by putting the customer experience first. We help our customers deliver a better experience for guests, shoppers, and consumers everywhere. We operate in a market that continues to evolve and expand, partnering with the world’s most prestigious brands across Retail and Hospitality, and with a network of Financial Services partners worldwide.

To meet consumer demands, payments must be simple, safe, and invisible. The only way to do this is to fully embed payments in the software and networks that runs business. By combining networks, software and payment technology, Planet’s creating a world of connected commerce, that makes payments feel good.

We’re growing organically, and with strong Private Equity investors, Advent International and Eurazeo, we’ve the financial capital and expertise to grow our capabilities and reach through acquisition.

Product & Technology

Planet’s Product & Technology team have a world class vision for pushing product innovation which helps reinforce Planet’s position as a revenue generating payments partner across the Retail, Hospitality, Food & Beverage and Parking verticals. 

Planet operates a unique single payments platform that includes acquiring, processing, digital wallets, VAT refund and currency conversion services to deliver a better customer experience. Our Product & Tech team comprise of over 750 employees globally who all help drive the single platform vision, a key differentiator to other payment platforms in the market and deliver technical excellence both internally & externally for our customers.

Role Overview

Reporting to the Application Support Team Lead you will provide application support to internal and external users. Our payments backend ensures funds are delivered on time to merchants creating a seamless payment experience to the consumer. It is a mission critical system that must reliably process millions of transactions within short time boundaries.

What you will do

  • Monitor, classify, triage, and proficiently resolve incoming help desk tickets, both independently and in collaboration with fellow team members.
  • Create and maintain comprehensive documentation, including troubleshooting guides, support procedures, and knowledge base articles for internal and external use.
  • Ensure continuous uptime, scalability, and optimal performance of supported applications.
  • Deliver timely responses and resolutions to requesters within defined departmental Service Level Agreements (SLAs).
  • Effectively communicate with key stakeholders and end users.
  • Quickly acquire proficiency in the functionality and troubleshooting methods for newly developed solutions.
  • Ensure all incidents are accurately documented within our ITSM toolset.
  • Be a superhero and save the day

Who you are

  • Experienced in taking ownership of tasks, commitments, quality, and contributing to a culture of continuous improvement service.
  • Self-motivated and detail-oriented team player with a desire to work on a team and mentor team members when necessary.
  • Able to efficiently break down problems and leverage business resources to establish a clear path toward customer value despite the presence of ambiguity.
  • Demonstrates exceptional written and verbal communication skills with the ability to elucidate complex concepts thoroughly in a clear and concise manner.
  • A solid foundation in software engineering – bachelor’s degree preferred with 3+ years of experience.
  • 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
  • Provide outstanding support, including on-call support when necessary.
  • Intermediate-level proficiency in Relativity (RCA, other Relativity certifications a plus), eDiscovery data processing tools, and the EDRM.
  • Experience with any of the following is a plus:
    • Container technologies such as Docker and Kubernetes
    • RabbitMQ or Kafka

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

Come and grow your career in the most exciting, fast paced technology market, with a business that delivers feel-good connected commerce. We would love to hear from you – Apply now .

About Us

Company Background

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.

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