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About the Role

Join our global Level 3 Support team to resolve complex technical issues for customers, acting as a subject matter expert in AI and Machine Learning. You will collaborate with various internal teams to troubleshoot system-level challenges and drive improvements in quality and efficiency.

Responsibilities

• Investigate and diagnose complex technical issues raised through support tickets
• Build deep product knowledge across Anaplan’s platform and tools (including Grafana)
• Act as an AI and Machine Learning (ML) subject matter expert
• Collaborate with other teams to guide customers through complex technical solutions
• Raise and track product bugs when you identify them
• Communicate investigation progress and outcomes clearly to internal teams
• Lead release reviews and onboard new product features to global support teams
• Document detailed investigations and share technical knowledge within the team
• Drive initiatives that improve quality and efficiency
• Lead by example in all your work
• Guide and mentor junior colleagues in both technical and professional skills
• Provide 24/7 emergency support for critical customer issues through our on-call rota
• Work an adjusted schedule (for example, Tue-Sat or Sun-Thu) when needed to ensure global coverage

Requirements

• Troubleshooting Large Language Model (LLM) and Retrieval-Augmented Generation (RAG) applications
• Robust prompt and context engineering
• Data analysis (Excel, Anaplan or similar tools)
• Software development or quality assurance
• Level 2 or level 3 technical support
• Fluent or professional proficiency in English
• A quick learner with a curiosity for understanding complex systems and software behavior
• Genuine passion for problem-solving and resilience in resolving challenging technical issues
• An analytical mindset with a methodical and detail-oriented approach
• Able to thrive under time constraints in a fast-paced, dynamic environment
• Excellent communication skills to convey technical information clearly
• Experience leading smaller team projects and mentoring colleagues
• Experience creating technical documentation and delivering training
• Understanding of AI security threats and mitigation
• Expertise in AI/ML cloud services e.g. Azure OpenAI, AWS Bedrock or Google Cloud AI.
• Knowledge of core ML concepts e.g. anomaly detection
• Familiarity with technical support environments, SaaS platforms, or complex data systems
• Experience working with monitoring tools such as Grafana (or willingness to learn)
• Adaptability to shifting priorities and managing multiple concurrent issues
• A team player comfortable working cross-functionally across global teams
• Enthusiasm for customer success and delivering high-quality solutions
• Experience with Anaplan or similar planning products

Skills

• Large Language Model (LLM)
• Retrieval-Augmented Generation (RAG)
• Prompt engineering
• Context engineering
• Data analysis
• Excel
• Anaplan
• Software development
• Quality assurance
• Technical support
• Grafana
• AI security threats
• Azure OpenAI
• AWS Bedrock
• Google Cloud AI
• Machine learning concepts
• Anomaly detection
• SaaS platforms
• Complex data systems
• Communication skills
• Technical documentation
• Training delivery

Location

• Global

Work Type

• 24/7 emergency support
• On-call rota

Experience Level

• Early-career professional with at least 2-3 years of experience

Education Level

• Degree in Mathematics, Physics, Electronic Engineering, Computer Science, or other technical disciplines involving large datasets

About the Company

• Anaplan is a team of innovators focused on optimizing business decision-making through its leading AI-infused scenario planning and analysis platform.
• Customers include Fortune 50 companies like Coca-Cola, LinkedIn, Adobe, LVMH, and Bayer.
• Anaplan fosters a Winning Culture that champions diversity of thought, leadership, ambitious goals, and celebrating wins.
• The company operates with principles of being strategy-led, values-based, and disciplined in execution.

Equal Opportunity

• Anaplan believes attracting and retaining the best talent and fostering an inclusive culture strengthens its business.
• DEIB improves the workforce, enhances trust with partners and customers, and drives business success.
• Anaplan strives for a hiring and working environment where all people are respected and valued, regardless of gender identity or expression, sexual orientation, religion, ethnicity, age, neurodiversity, disability status, citizenship, or any other aspect which makes people unique.
• Individuals with disabilities will be provided reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive equitable benefits and all privileges of employment.