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For Companies At a Glance
- Tasks: Provide advanced technical support and troubleshoot complex issues for our hospitality products.
- Company: Join a forward-thinking tech company focused on enhancing guest experiences.
- Benefits: Hybrid work model, competitive salary, and opportunities for professional growth.
- Why this job: Be the go-to expert solving critical problems and making a real impact.
- Qualifications: 3+ years in L2/L3 support with strong troubleshooting skills.
- Other info: Collaborative environment with a focus on innovation and customer satisfaction.
The predicted salary is between 36000 - 60000 £ per year.
Role overview
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.
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L3 Product Support Engineer, Hospitality Guest employer: Planet
Contact Detail:
Planet Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land L3 Product Support Engineer, Hospitality Guest
✨Tip Number 1
Network like a pro! Reach out to current employees at the company through LinkedIn or industry events. A friendly chat can give us insider info and maybe even a referral!
✨Tip Number 2
Prepare for the interview by practising common technical questions related to L3 support. We can even do mock interviews together to boost your confidence and refine your answers.
✨Tip Number 3
Showcase your problem-solving skills during the interview. Share specific examples of how you’ve tackled complex issues in the past. We want to see that analytical mindset in action!
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can keep you fresh in their minds and show your enthusiasm for the role. Plus, it’s a great chance to reiterate why you’re the perfect fit!
We think you need these skills to ace L3 Product Support Engineer, Hospitality Guest
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in L2/L3 support and any relevant technical skills. We want to see how your background aligns with the role, so don’t be shy about showcasing your troubleshooting expertise!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re passionate about the role and how your skills can help us enhance product performance. Keep it concise but impactful!
Show Off Your Problem-Solving Skills: In your application, give examples of complex issues you've resolved in the past. We love seeing how you approach challenges, so share your thought process and the outcomes!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at Planet
✨Know Your Tech Inside Out
Make sure you brush up on your technical knowledge, especially around troubleshooting software, APIs, and cloud systems. Be ready to discuss specific examples of complex issues you've resolved in the past, as this will show your expertise and problem-solving skills.
✨Prepare for Deep-Dive Questions
Expect questions that require you to perform deep-dive debugging or log analysis. Practise explaining your thought process clearly and concisely, as this will demonstrate your analytical skills and ability to communicate complex ideas effectively.
✨Showcase Your Customer Engagement Skills
Since you'll be engaging with customers on critical escalations, prepare to share experiences where you've ensured high levels of service and satisfaction. Highlight how you’ve communicated updates and managed expectations during tough situations.
✨Bring Ideas for Process Improvements
Think about recurring issues you've encountered in previous roles and come prepared with suggestions for automation or process improvements. This shows initiative and a proactive approach to reducing ticket volume, which is key for the role.
