Customer Support Analyst
Core
Deliver first-class L1 support experience to B2B SaaS customers by resolving foundational issues, investigating technical problems, and collaborating with engineering teams.
Role type
L1 Technical Support Analyst
Builds
Customer support resolution and issue triage for Anaplan's scenario planning platform
Domain
B2B SaaS / Enterprise Software Support
Deliverable
client delivery
Required skills
Technical support experience, English fluency, issue prioritization, live troubleshooting, cross-team collaboration
Preferred skills
Anaplan Model Builder Certification, experience with ServiceNow/Salesforce/Jira/Grafana
Technologies
Anaplan platform, ServiceNow, Salesforce, Grafana, Jira
Responsibilities
Own and resolve L1 support cases within SLA, investigate multifaceted platform issues using logs and test environments, conduct live troubleshooting sessions with customers, collaborate with L2/L3 teams on complex escalations
Seniority
Junior to Mid-level, hands-on IC