Associate Support Analyst

Overview

Join Anaplan's global Level 3 Support team as an Associate Technical Customer Support professional. You will resolve complex customer technical issues by combining technical expertise, investigation, and customer support while working with Engineering, Product, Operations, and Customer Success teams.

What you'll do

• Investigate and diagnose complex technical issues raised through support tickets.
• Build deep product knowledge across Anaplan's platform and tools, including Grafana.
• Collaborate with other teams to guide customers through complex technical solutions.
• Raise and track product bugs when you identify them.
• 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.
• Provide 24/7 emergency support for critical customer issues through the on-call rota.
• Work an adjusted schedule, such as Tue-Sat or Sun-Thu, when needed to ensure global coverage.

What you'll need

• Be a graduate or early-career professional with experience in data analysis using Excel or similar tools.
• Have a degree in Mathematics, Physics, Electronic Engineering, Computer Science, or another technical discipline involving large datasets.
• Have fluent or professional proficiency in English.
• Be a quick learner with curiosity for understanding complex systems and software behavior.
• Have a genuine passion for problem-solving and resilience in resolving challenging technical issues.
• Have an analytical mindset with a methodical and detail-oriented approach.
• Be able to thrive under time constraints in a fast-paced, dynamic environment.
• Have excellent communication skills to convey technical information clearly.

Nice to have

• Familiarity with technical support environments, SaaS platforms, or complex data systems.
• Experience working with monitoring tools such as Grafana, or willingness to learn.
• Adaptability to shifting priorities and managing multiple concurrent issues.
• Comfort working cross-functionally across global teams as a team player.
• Enthusiasm for customer success and delivering high-quality solutions.

Details

• Location: Gurugram, India.
• Provide 24/7 emergency support through an on-call rota.
• Work an adjusted schedule, such as Tue-Sat or Sun-Thu, when needed for global coverage.