Team Description
Join our global Level 3 Support Team, responsible for resolving the most complex technical issues experienced by Anaplan customers. This team operates at the intersection of technical excellence, product expertise, and customer support, working closely with Engineering, Product, Operations, and Customer Success teams to troubleshoot, investigate, and resolve system‐level challenges. This role reports into the Level 3 Support Team Manager.
Your Impact
* Investigate and diagnose complex technical issues raised via support tickets
* Gain deep product knowledge across Anaplan's platform and tools (e.g., Grafana)
* Collaborate with Support Agents to guide customers through sophisticated technical solutions
* Raise and track product bugs where appropriate
* 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
* Participate in an on‐call support rota providing 24/7 emergency support for critical customer issues (approx. 1 weekend in 15)
Your Qualifications
* Early‐career professional with at least 2‐3 years' experience in data analysis (Excel or similar tools), software development/quality assurance or Level 2/Level 3 technical support
* Experience of leading smaller team projects and/or mentoring colleagues
* Professional proficiency in English is essential, and fluency in Japanese is highly desirable
* Experience of creating technical documentation and/or training
* Degree in Mathematics, Physics, Electronic Engineering, Computer Science, or other technical disciplines involving large datasets
* Quick learner with a curiosity for understanding complex systems and software behaviour
* Demonstrated passion for problem‐solving and resilience in resolving challenging technical issues
* Analytical mindset with a methodical and detail‐oriented approach
* Ability to thrive under time constraints in a fast‐paced, dynamic environment
* Excellent communication skills with the ability to convey technical information clearly
Preferred Skills
* 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
* Team player comfortable working cross‐functionally across global teams
* Enthusiasm for customer success and delivering high‐quality solutions
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive equitable benefits and all privileges of employment. Please contact us to request accommodation.
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