Support Analyst I

Overview

Support Analyst I (Associate Level 3) on Anaplan’s global Level 3 Support team, resolving complex technical issues for customers.

What you'll do

• Investigate and diagnose complex technical issues from 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 identified.
• Communicate investigation progress and outcomes to internal teams.
• Lead release reviews and onboard new product features to global support teams.
• Provide 24/7 emergency support for critical issues via an on-call rota.

What you'll need

• At least 1 year of experience in data analysis (Excel, Anaplan or similar tools).
• At least 1 year of experience in software development or quality assurance level 2/level 3 technical support.
• A degree in Mathematics, Physics, Electronic Engineering, Computer Science, or other technical disciplines involving large datasets.
• Fluent or professional proficiency in English.
• Quick learning, curiosity about complex systems and software behavior.
• Methodical, detail-oriented analytical mindset for problem-solving.
• Excellent communication skills to convey technical information clearly.

Details

• Adjusted schedule may be required (e.g., Tue-Sat or Sun-Thu) to ensure global coverage.