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Level 3 Support Analyst

AnaplanSydney, Australia
On-site Full-time

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Experience Level

Experience

Qualifications

Your QualificationsEarly-career professional with a minimum of 2-3 years’ experience in data analysis (Excel or similar tools), software development, or related fields. Strong problem-solving skills and a passion for technology. Excellent communication skills to effectively interact with both technical and non-technical stakeholders. Ability to work collaboratively in a fast-paced, dynamic environment. Experience with troubleshooting complex technical issues is a plus.

About the job

At Anaplan, we are a dynamic team of innovators dedicated to enhancing business decision-making through our cutting-edge AI-powered scenario planning and analysis platform. Our mission is to empower customers to surpass their competition and thrive in the market.

What brings Anaplanners together, regardless of their roles or locations, is our unwavering commitment to our customers’ success and our Winning Culture.

Our clientele includes luminaries from the Fortune 50, such as Coca-Cola, LinkedIn, Adobe, LVMH, and Bayer, among over 2,400 global enterprises that depend on our premier platform.

Our Winning Culture fuels our teams of innovators. We celebrate diversity of thought and ideas, act as leaders irrespective of our titles, strive for ambitious goals, and take pride in celebrating our achievements – both major and minor.

Guided by our operating principles of being strategy-led, values-based, and disciplined in execution, you will find inspiration, connection, growth, and rewards here. Embrace your uniqueness; join us, and let’s collaboratively shape the future!

Team Description
Become a part of our global Level 3 Support Team, tasked with addressing the most intricate technical challenges faced by Anaplan customers. This team operates at the convergence of technical mastery, product knowledge, and customer support, collaborating closely with Engineering, Product, Operations, and Customer Success teams to troubleshoot, investigate, and resolve systemic challenges. This position reports to the Level 3 Support Team Manager.

Your Impact

  • Investigate and diagnose complex technical issues presented through support tickets.
  • Acquire in-depth product knowledge across Anaplan’s platform and tools (e.g., Grafana).
  • Work alongside Support Agents to guide customers through intricate technical solutions.
  • Identify and track product bugs as necessary.
  • Clearly communicate investigation progress and outcomes to internal teams.
  • Lead release reviews and onboard new product features to global Support Teams.
  • Document thorough investigations and share technical knowledge within the team.
  • Participate in an on-call support rotation offering 24/7 emergency assistance for critical customer issues (approximately 1 weekend in 15).

About Anaplan

Anaplan is a forward-thinking company committed to revolutionizing business planning through advanced AI technologies. Our platform empowers organizations to make informed decisions that drive success and efficiency.

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