Sr. Customer Support Analyst

Overview

As an L2 Support Analyst, you will deliver a first-class support experience to Anaplan customers by resolving complex and often critical support issues.

What you'll do

• Take ownership of L2 cases, prioritizing based on urgency and customer impact.
• Investigate, troubleshoot, and resolve complex issues to completion, communicating clearly and empathetically with the customer throughout.
• Research multifaceted issues related to the Anaplan platform and its integration technologies, including analyzing applications and server logs, replicating customer issues in a test environment, and working with engineering on bug resolution.
• Communicate with customers through the case portal and, when necessary, conduct live troubleshooting sessions via calls and screen sharing.
• Create and maintain internal knowledge base articles and documentation to assist customers and internal teams.
• Assist L1 Support analysts with training and mentoring to enhance their product knowledge and troubleshooting skills.
• Collaborate with L3 Support, Engineering, and Product Management on complex issues requiring deeper investigation or architectural guidance.

What you'll need

• 2+ years of proven experience in a Technical Support or Product Support role, investigating and resolving complex issues for a B2B SaaS company.
• Fluent in Japanese and English, with business-level Japanese (Keigo).
• Demonstrated ability to manage and prioritize multiple high-priority issues in a fast-paced, high-pressure environment.
• Experience supporting high-value, enterprise-level customers where the software is business-critical.
• Self-motivated and proactive, with a passion for learning and helping customers achieve their desired outcomes.

Nice to have

• Anaplan Model Builder Certification (Level 1, 2, or 3).
• Experience with systems such as ServiceNow, Salesforce, Grafana and Jira.