Support Engineer

Job Description

About Us: Shaping the Future of Live Events

We’re building a membership platform for the future of live events that prioritises and rewards loyal fans.

At the heart of every meaningful live event lies the desire to feel connected, valued, and part of a shared community. That’s why we built Planet, an end-to-end membership platform that allows artists, venues, and brands to truly understand their audiences.

But we don’t stop there. Through The Beat, our personalisation engine, we go beyond one-off, transactional moments and establish lasting connections with fans. By harnessing insights and learnings from over two years of research into fan engagement, we’re building a future where:

• Loyal fans feel truly seen and prioritised
• Engagement is as seamless and as simple as possible to action

Our vision is to enable impactful, personalised interactions with every fan, fostering deeper connections and more valuable communities. Together, Planet and The Beat help remove the time and resources traditionally required for fan engagement, making it effortless to take every campaign and live event to the next level.

➡️ Check more about us here

Sounds great! What’s my part in this?

As a Support Engineer, you will be the first point of contact for the operations of the business, ensuring that our platform runs smoothly at key moments, such as major artist campaigns and live events.

You’ll play a vital role in monitoring and optimising infrastructure, adding features to internal tools, and improving workflows to help our team work more efficiently. This role is perfect for someone who enjoys problem-solving, working across teams, and making an impact in a fast-moving environment.

• Be the first point of contact for operational support, helping troubleshoot and resolve live issues during key business moments.
• Monitor platform health and infrastructure, ensuring systems remain stable and performant.
• Improve and optimise internal tools, adding new features that help the team work more efficiently.
• Streamline workflows and automation, reducing manual tasks and improving response times.
• Optimise AWS infrastructure, ensuring it scales effectively to meet demand.
• Enhance observability and alerting, helping detect and resolve issues proactively.
• Support and troubleshoot production issues, working closely with engineers to resolve them quickly.

Requirements

• Experience in a support-focused engineering role, ensuring platform stability and reliability.
• Strong problem-solving skills, able to quickly diagnose and resolve operational issues.
• Proficiency in TypeScript (Node.js) for developing internal tools and automating workflows.
• Experience with AWS services, including ECS, Lambda, RDS, S3, CloudFront, and VPC.
• Familiarity with monitoring and observability tools (Datadog, Prometheus, Grafana, or similar).
• Understanding of CI/CD automation (GitHub Actions, GitLab CI, or similar).
• Hands-on experience with containerisation and orchestration (Docker, ECS, Kubernetes).
• Ability to prioritise live issues, balancing urgent operational support with long-term improvements.

Benefits

Competitive salary based on experience, with performance-based incentives.

Exciting growth opportunity – we’re approaching Series A funding, so you’ll play a key role in shaping the company.

25 days holiday + UK public holidays + extra paid time off between Christmas & New Year.

Remote-first working model (UK-based team), with the option to work from our London office.

Regular team get-togethers and career growth support through one-on-ones and creative sessions.