About the Role
Join Anaplan's global Level 3 Support team to resolve complex technical issues for enterprise customers using Anaplan's AI-infused scenario planning platform. The role involves deep technical investigation, troubleshooting, customer support, collaboration with engineering teams, and knowledge sharing across the organization.
Responsibilities
- Investigate and diagnose complex technical issues raised through support tickets.
- Develop deep product knowledge across Anaplan's platform and tools, including Grafana.
- Collaborate with Engineering, Product, Operations, and Customer Success teams.
- Guide customers through complex technical solutions.
- Identify, raise, and track product defects.
- Communicate investigation progress and outcomes to internal teams.
- Lead release reviews and support onboarding of new product features.
- Document investigations and contribute to team knowledge sharing.
- Participate in 24/7 on-call support rotation for critical customer issues.
- Work adjusted schedules when required to provide global support coverage.
Requirements
- Graduate or early-career professional with experience in data analysis using Excel or similar tools.
- Degree in Mathematics, Physics, Electronic Engineering, Computer Science, or another technical discipline involving large datasets.
- Professional proficiency in English.
- Strong analytical and problem-solving skills.
- Ability to understand complex software systems and technical issues.
- Detail-oriented and methodical approach to troubleshooting.
- Ability to work effectively under time constraints in a fast-paced environment.
- Strong communication skills.
Preferred Qualifications
- Familiarity with technical support environments.
- Exposure to SaaS platforms or complex data systems.
- Experience with monitoring tools such as Grafana.
- Ability to manage multiple concurrent issues.
- Experience working across global teams.
- Strong customer-focused mindset.
