About the job
At Anaplan, we are a team of pioneers dedicated to enhancing business decision-making through our advanced AI-driven scenario planning and analysis platform, enabling our clients to stay ahead of the competition and the market.
What unites Anaplanners across various teams and locations is our shared commitment to our customers’ success and to fostering a Winning Culture.
Our clientele includes some of the most recognized names in the Fortune 50, such as Coca-Cola, LinkedIn, Adobe, LVMH, and Bayer, among over 2,400 global companies that trust our premier platform.
Our Winning Culture fuels the innovation within our teams. We advocate for diverse thoughts and ideas, act as leaders regardless of our titles, strive for ambitious goals, and take joy in celebrating our achievements—both big and small.
Guided by principles that are strategy-led, values-based, and disciplined in execution, you’ll find yourself inspired, connected, developed, and rewarded in our environment. Embrace your uniqueness; join us, and let’s shape the future together!
Join our global team as a Level 3 Support Analyst, tasked with resolving the most intricate technical challenges faced by Anaplan customers. This pivotal team operates at the confluence of technical expertise, product knowledge, and customer support, closely collaborating with Engineering, Product, Operations, and Customer Success teams to troubleshoot, investigate, and address system-level issues. This role reports directly to the Level 3 Support Team Manager.
Your Impact:
- Investigate and diagnose complex technical issues raised via support tickets.
- Acquire comprehensive product knowledge across Anaplan’s suite of tools (e.g., Grafana).
- Work in tandem with Support Agents to guide customers through sophisticated technical solutions.
- Identify and monitor product bugs as necessary.
- Communicate investigation progress and outcomes succinctly 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.
- Participate in an on-call support rotation, providing 24/7 emergency support for critical customer issues (approximately 1 weekend in 15).

