Junior Level 3 Support Analyst

About Anaplan

At Anaplan, we are a collective of innovators dedicated to enhancing business decision-making through our advanced AI-driven scenario planning and analytical platform. Our customers include renowned Fortune 50 companies such as Coca-Cola, LinkedIn, Adobe, LVMH, and Bayer, among over 2,400 global enterprises that rely on our industry-leading technology. We cultivate a Winning Culture grounded in valuing diverse perspectives, leadership at every level, goal achievement, and celebrating successes big and small. Guided by principles of strategic focus, strong values, and disciplined execution, we provide an environment where you can grow, connect, and be rewarded. We welcome all individuals to join us and help shape the future together.

Your Impact

Join our global Level 3 Support team, where you will address the most intricate technical challenges our customers encounter by leveraging deep product expertise alongside exceptional support skills. In partnership with Engineering, Product, Operations, and Customer Success teams, you will troubleshoot, analyze, and resolve complex system issues.

• Analyze and diagnose high-level technical problems reported through support tickets
• Develop comprehensive knowledge of Anaplan’s platform and associated tools including Grafana
• Collaborate with cross-functional teams to navigate customers through complex technical resolutions
• Identify, report, and monitor product bugs systematically
• Clearly communicate investigation progress and findings to internal stakeholders
• Lead reviews of product releases and assist in onboarding new product features for global support teams
• Create thorough documentation of investigations and share insights within the team
• Provide 24/7 emergency assistance for critical customer issues through an on-call rotation
• Work flexible hours, potentially including shift patterns such as Tuesday-Saturday or Sunday-Thursday, to ensure worldwide support coverage

Qualifications

Essential

• A graduate or an early-career professional with experience in data analytics using Excel or equivalent tools
• A degree in technical disciplines such as Mathematics, Physics, Electronic Engineering, Computer Science, or related fields with substantial data involvement
• Proficient or fluent in English language
• Fast learner with enthusiasm to comprehend complex software systems and behaviors
• Strong problem-solving drive and persistence in tackling challenging technical issues
• Analytical and detail-focused mindset with a systematic approach
• Able to perform effectively under tight deadlines in a lively and changing environment
• Excellent communication skills to articulate technical concepts clearly

Preferred

• Prior experience in technical support settings, SaaS environments, or handling complex data frameworks
• Knowledge of monitoring tools such as Grafana or eagerness to acquire it
• Ability to adapt to shifting priorities and juggle multiple issues simultaneously
• Team-oriented individual who thrives collaborating with global, cross-functional groups
• Committed to customer success and delivering top-quality solutions

Diversity, Equity, Inclusion, and Belonging (DEIB)

We are dedicated to attracting and retaining top talent by fostering an inclusive workplace where diversity in thought, background, and identity is celebrated. Our DEIB commitment enhances our innovation, strengthens partnerships, and contributes to our leadership in the market. We urge all candidates to bring their authentic selves to work and provide reasonable accommodations to individuals with disabilities throughout recruitment and employment.

Fraud Prevention Notice

Be aware of fraudulent job postings impersonating our company. Authentic recruitment occurs only after thorough interviews conducted by our team; offers are made verbally first and followed by official written communications from official company email addresses (@anaplan.com). Please verify suspicious contacts by emailing [email protected] before responding.