L3 Product Support Engineer, Hospitality Guest

L3 Product Support Engineer

We are seeking a skilled L3 Product Support Engineer to provide advanced technical assistance and troubleshooting for our products. As a key escalation point, you will handle complex technical issues that go beyond Level 1 and Level 2 support, collaborating with development and other product teams to resolve critical problems and enhance product performance.

What you'll do:

• Technical Support & Troubleshooting
• 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.

Who you are:

• 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.

At Planet, we embrace a hybrid work model, with three days a week in the office.

Reasonable accommodations may be made in order to allow for an individual to perform the essential functions of this role successfully.