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About the Role
Join our global Level 3 Support team to resolve complex technical issues, combining deep technical expertise with exceptional customer support. You will collaborate with Engineering, Product, Operations, and Customer Success teams to troubleshoot and resolve system-level challenges.
Responsibilities
- Investigate and diagnose complex technical issues raised through support tickets
- Build deep product knowledge across Anaplan’s platform and tools (including Grafana)
- Collaborate with other teams to guide customers through complex technical solutions
- Raise and track product bugs when identified
- 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
- Provide 24/7 emergency support for critical customer issues through our on-call rota
- Work an adjusted schedule (e.g., Tue-Sat or Sun-Thu) when needed to ensure global coverage
Requirements
- Graduate or early-career professional with experience in data analysis (Excel or similar tools)
- A degree in Mathematics, Physics, Electronic Engineering, Computer Science, or other technical disciplines involving large datasets
- 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
- 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
Skills
- Data analysis (Excel or similar tools)
- Grafana
- Technical support
- SaaS platforms
- Complex data systems
- Problem-solving
- Analytical mindset
- Communication
Experience Level
- Graduate or early-career professional
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.
- The company's 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 is committed to 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.
- Anaplan ensures individuals with disabilities are 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.