Level 3 Support Analyst
Core
Resolve complex technical issues for enterprise customers using deep product knowledge and system-level troubleshooting.
Role type
Senior IC technical support analyst (Level 3)
Builds
Anaplan's AI-infused scenario planning and analysis platform
Domain
SaaS / Business Planning / Data Analysis
Deliverable
client delivery
Required skills
Data analysis, Software development or QA, Level 2/3 technical support, Technical documentation, Mentoring, Cross-functional collaboration, On-call management, Global coverage scheduling
Preferred skills
SaaS platform experience, Monitoring tools (Grafana), Anaplan product knowledge
Technologies
Anaplan, Grafana, Excel
Responsibilities
Investigate and diagnose complex technical issues via support tickets, Build deep product knowledge across the platform, Collaborate with Engineering and Product teams to guide customers, Raise and track product bugs, Lead release reviews and onboard new features, Document investigations and share technical knowledge, Provide 24/7 emergency support via on-call rota, Mentor junior colleagues
Seniority
Mid-level, hands-on IC with mentoring responsibilities
