L3 Product Support Engineer, Hospitality Guest at Planet

Lisbon, Lisbon, Portugal

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

HospitalityIndustries

Requirements

3+ years of experience in L2/L3 support, product engineering, or a related role
Strong expertise in troubleshooting software, APIs, databases, and cloud-based systems
Knowledge of networking, system administration, and cloud platforms is preferred
Strong analytical and problem-solving skills
Excellent communication skills, both written and verbal

Responsibilities

Act as the final escalation point for complex technical issues from L1 and L2 support teams
Diagnose, troubleshoot, and resolve software, hardware, or network-related product issues
Perform deep-dive debugging, log analysis, and performance tuning
Provide root cause analysis (RCA) and work closely with engineering teams to implement long-term solutions
Work with customers to reproduce issues and document steps for resolution
Perform QA tasks to ensure sites are correctly configured
Provide clear and timely updates to stakeholders, including customers and internal teams
Guarantee sites are up to date with all the necessary upgrades needed
Document known issues, solutions, and workarounds in knowledge bases and internal documentation
Identify recurring issues and recommend automation or process improvements to reduce ticket volume
Assist in refining troubleshooting guides, documentation, and best practices for support teams
Assist in technical training for L1/L2 teams to improve overall support efficiency
Provide proactive support by analyzing trends and preventing future incidents
Engage with customers on critical escalations, ensuring a high level of service and satisfaction
Carry out any additional duties which would be deemed by the manager and company to be in the best interest of the company and its customers

Skills

APIs

Databases

Cloud

Log Analysis

Debugging

Performance Tuning

Root Cause Analysis

Troubleshooting

Network

Planet

High-resolution satellite imagery subscription service

About Planet

Planet captures high-resolution satellite images of the Earth using a fleet of small satellites called Doves. These satellites provide near-daily, detailed imagery across eight different bands, allowing clients to monitor environmental changes, manage resources, plan urban developments, and respond to disasters. The company operates on a subscription-based model, giving clients access to a vast library of images and data analytics tools. This approach ensures consistent revenue as clients require ongoing updates. Planet differentiates itself by offering customized solutions and educational resources through Planet School, helping users effectively utilize their platform. The goal of Planet is to be a leader in the geospatial intelligence market, providing valuable insights through frequent and detailed Earth observation.

San Francisco, CaliforniaHeadquarters

2010Year Founded

$617.1MTotal Funding

IPOCompany Stage

Data & Analytics, AerospaceIndustries

1,001-5,000Employees