Overview
At Anaplan, we are a team of innovators focused on optimizing business decision-making through our AI-infused scenario planning and analysis platform. We aim to help customers outpace their competition and the market. Our Winning Culture unites diverse teams across geographies as we strive for customer success.
Join our global Level 3 Support team. You will resolve the most complex technical issues our customers face by combining deep technical expertise with exceptional customer support. You will collaborate with Engineering, Product, Operations, and Customer Success teams to troubleshoot, investigate, and resolve system-level challenges, with a focus on our AI solutions.
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 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.
- Drive initiatives that improve quality and efficiency.
- Lead by example in all work and mentor junior colleagues in technical and professional skills.
- Provide 24/7 emergency support for critical customer issues through an on-call rota.
- Work an adjusted schedule (for example, Tue-Sat or Sun-Thu) when needed to ensure global coverage.
Qualifications
- Early-career professional with proven commercial experience in:
- 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 experience.
- Level 2 or Level 3 technical support.
- 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 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.
- Ability 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.
Preferred Skills
- Understanding of AI security threats and mitigation.
- Expertise in AI/ML cloud services (e.g., Azure OpenAI, AWS Bedrock, Google Cloud AI).
- Knowledge of core ML concepts (e.g., anomaly detection).
- Familiarity with technical support environments, SaaS platforms, or complex data systems.
- Experience 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.
DEIB Commitment
Our Commitment to Diversity, Equity, Inclusion and Belonging (DEIB) drives our innovation and market leadership. We hire you for who you are and encourage you to bring your authentic self to work every day. We respect and value all people, regardless of gender identity or expression, sexual orientation, religion, ethnicity, age, neurodiversity, disability status, citizenship, or any other characteristic that makes someone unique.