Reporting Engineer

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.

• 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.

• 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.

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.