Associate Level 3 Support Analyst
Core
Resolve complex technical issues for enterprise customers using deep product knowledge of Anaplan's AI-infused scenario planning platform.
Role type
Senior IC technical support analyst (Level 3)
Builds
Anaplan's scenario planning and analysis platform
Domain
SaaS / Enterprise Business Planning / AI
Deliverable
client delivery
Required skills
complex system troubleshooting, product knowledge management, cross-functional collaboration, bug tracking, technical documentation, on-call incident response, global coverage scheduling
Preferred skills
SaaS platform experience, monitoring tools (Grafana), cross-functional teamwork
Technologies
Anaplan platform, Grafana
Responsibilities
Investigate and diagnose complex technical issues raised through support tickets; Collaborate with Engineering, Product, and Customer Success teams to resolve system-level challenges; Lead release reviews and onboard new product features to global support teams; Provide 24/7 emergency support for critical customer issues through on-call rota; Document detailed investigations and share technical knowledge within the team.
Seniority
Mid-level, hands-on IC
