Salary: GBP 28000.00 - 30000.00 annually

Category: Tech Co's/Startups

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.
This is all powered by our personalisation engine, to go beyond one-off, transactional moments and establish lasting connections with fans. Our vision is to enable impactful, personalised interactions with every fan, fostering deeper connections and more valuable communities.
The Role
This is a newly created role that sits at the intersection of customer support, product knowledge, and technical problem-solving. As the Technical Customer Support, you'll be the voice of our users and the eyes and ears of our engineering team, a critical link between what fans experience and what gets fixed, improved, or automated.
You'll use AI tools and hands-on investigation to resolve issues, reduce friction, and help us build a smarter, faster support function from the ground up. This is a genuine stepping stone into a Support Engineer role for someone with the ambition and curiosity to grow.
What Will You Do?
• Proactively identify product friction - spot recurring issues and surface patterns before they become bigger problems, acting as the first line of defence for platform quality.
• Leverage AI tools to find and fix issues fast - use tools including Cursor, Claude, and our internal knowledge bases to investigate bugs, explore quick fixes, and reduce friction for customers and the operations team.
• Prioritise long-term fixes with the technical product manager - work collaboratively to triage issues, agree on priority, and co-ordinate testing when fixes are deployed.
• Be the knowledge hub for how our platform works - develop a deep, rounded understanding of Planet so you can get ahead of potential issues and support the engineering team with real context.
• Build smarter support through automation - get hands-on with customer issues first-hand, then find innovative ways to automate responses and workflows to improve resolution times for fans.
• Document and share learnings - keep clear records of issues, solutions, and workarounds so the whole team benefits from what you discover.
You Are Someone Who...
• A fan of product quality and user experience - you find it genuinely satisfying when things work well for fans, and genuinely frustrating when they don't as you’ve hopefully been in their shoes
• Leaves no stone unturned - when you find a problem, you want to understand it fully, not just patch over it.
• Has ambition to grow into a support engineering role - you see this position as a meaningful step on that path, not just a job.
• Is proactive and self-directed - you don't wait for tasks to land in your lap; you find the work, raise the issues, and drive things forward.
• Enjoys collaborating and solving problems as part of a team - you communicate clearly, bring others along with you, and know when to escalate.
• Is genuinely curious about AI and automation tools - you're excited by the idea of finding new ways to contribute and improving how things get done.
• Has an interest in test automation and/or coding - ideally in TypeScript, or the motivation to learn it as part of this role.
Nice to Have
• Experience with JIRA, Linear, or similar issue-tracking tools
• Familiarity with API coding or basic debugging tools
• Exposure to fast-moving high demand customer environments
• Any prior experience in a customer-facing technical support role
What's It Like Working at Planet?
Remote-first, flexible by design
We're a remote-first company. Our London office near Highbury is available for visits whenever you want in-person collaboration, but this role can be fully remote. Our development team connects each morning via a virtual stand-up.
Built for collaboration and growth
• Fortnightly one-on-ones to support your development
• Monthly creative sessions to explore new ideas
• Quarterly team get-togethers to align on direction
• Monthly reflections to celebrate wins and lessons learned
What's in It for You?
• Competitive salary based on experience, with incentives tied to company success
• Join at an exciting moment — we have good product market fit, growth funding secured, with a genuine opportunity to shape this role as we scale
• 25 days holiday + UK public holidays, plus additional paid time off between Christmas and New Year
• Remote-first working model, with the flexibility to work from anywhere in the UK
• Quarterly allowance for attending live gigs
How to Apply
Send a short note about what excites you about this role - and what you'd want to learn or build in the first six months - along with your CV to:
hello@planet.fans
We look forward to hearing from you.