Installations Support Specialist

Job description

About Us Planet is a leading technology company transforming payments by putting customer experience first. We offer integrated solutions that include payment processing, VAT refunds, dynamic currency conversion, and management services for merchants in the Retail and Hospitality sectors worldwide. In recent years, we have experienced significant growth, expanding our services and global presence. With strong private equity investors, Advent International and Eurazeo, we have the financial capital and expertise to grow our capabilities and reach through acquisitions. Our mission is to create a world of connected commerce where payments are simple, secure, and seamless, enabling our partners to deliver exceptional experiences to their customers. Role Overview: We are looking for an Installations Support Specialist to join our growing team. In this role, you will be responsible for enabling, configuring, installing, and supporting Planet's payment and commerce solutions for merchants across multiple markets. You will work closely with customers, partners, sales teams, project managers, and technical stakeholders to ensure successful deployments, provide expert technical guidance, and deliver an outstanding customer experience throughout the onboarding and installation journey. This is an exciting opportunity for a technically minded professional who enjoys problem-solving, customer engagement, and working in the fast-paced world of integrated payments and hospitality technology. What You Will Do As an Installations Support Specialist, you will: Configure, enable, and deploy Planet payment and commerce solutions, including card-present and e-commerce products. Install, test and troubleshoot payment interface for Oracle Opera PMS, Oracle Simphony POS, and other leading Property Management Systems (PMS) and Point-of-Sale (POS) platforms. Perform end-to-end integration testing between Planet payment solutions and third-party PMS/POS systems to ensure successful deployment and transaction processing. Perform remote and on-site installations, testing, validation, and troubleshooting activities. Diagnose and resolve technical issues during implementation, coordinating with internal teams where required. Diagnose and troubleshoot network, connectivity, firewall, VPN, DNS, and communication issues impacting payment terminals and integrations. Work with customer IT teams, vendors, and third-party providers to resolve networking and infrastructure-related issues affecting payment processing. Validate system configurations, integrations, and connectivity to ensure successful deployment. Ensure all installations comply with Planet standards, security requirements, and operational procedures. Provide accurate and timely updates to merchants, partners, and internal stakeholders. Review solution requirements and contracts to ensure correct setup, billing, and product configuration. Deliver technical guidance and product expertise to both internal and external customers. Monitor installation progress, follow up on outstanding actions, and maintain accurate records in internal systems. Collaborate closely with Project Management, Sales, Support, Product, and Engineering teams to drive successful outcomes. Contribute to continuous improvement initiatives by identifying recurring issues and recommending process enhancements. Maintain excellent customer communication and confidently manage merchant queries, expectations, and escalations. Stay up to date with new Planet products, integrations, and industry developments. Who You Are: You are a customer-focused problem solver with a strong technical mindset and a passion for delivering exceptional service. We'd Love to Hear From You If You Have: Experience in payment technologies, POS systems, hospitality technology, or related software solutions. Strong troubleshooting and analytical skills with the ability to investigate and resolve technical issues. Experience troubleshooting network and connectivity issues, including LAN/WAN environments, TCP/IP communications, firewalls, VPNs, DNS, and device connectivity. Ability to analyze logs, identify root causes, and resolve technical issues involving integrations, interfaces, and network connectivity. Excellent communication skills and confidence when working directly with merchants, partners, and internal stakeholders. Strong organizational skills with the ability to manage multiple priorities and deadlines. Ability to work independently while also contributing effectively within a team environment. A proactive approach to learning and adapting in a fast-changing environment. Experience with remote system installations, software configuration, or technical support activities. Customer-facing experience with a focus on delivering high-quality service and positive outcomes. Experience in payments, hospitality technology, retail technology, POS solutions, or Tax-Free solutions would be considered a strong advantage. 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.