At a Glance
- Tasks: Resolve complex technical issues and support our AI solutions for top global companies.
- Company: Join Anaplan, a leader in AI-infused business decision-making.
- Benefits: Enjoy a competitive salary, flexible schedules, and a culture that celebrates diversity.
- Other info: Be part of a dynamic team with excellent growth opportunities and a commitment to inclusion.
- Why this job: Make a real impact by solving challenging problems and mentoring others.
- Qualifications: Experience in troubleshooting, data analysis, and a degree in a technical field.
The predicted salary is between 40000 - 50000 £ per year.
At Anaplan, we are a team of innovators focused on optimizing business decision-making through our leading AI-infused scenario planning and analysis platform so our customers can outpace their competition and the market. Our customers rank among the who’s who in the Fortune 50. Coca-Cola, LinkedIn, Adobe, LVMH and Bayer are just a few of the 2,400+ global companies who rely on our best-in-class platform.
Our Winning Culture is the engine that drives our teams of innovators. We champion diversity of thought and ideas, we behave like leaders regardless of title, we are committed to achieving ambitious goals, and we love celebrating our wins – big and small. Supported by operating principles of being strategy-led, values-based and disciplined in execution, you’ll be inspired, connected, developed and rewarded here. Everything that makes you unique is welcome; join us and let’s build what’s next - together!
Join our global Level 3 Support team. You'll resolve the most complex technical issues our customers face, combining deep technical expertise with exceptional customer support. You'll work closely with Engineering, Product, Operations, and Customer Success teams to troubleshoot, investigate, and resolve system-level challenges, with a focus on our AI solutions.
Your Impact
- Investigate and diagnose complex technical issues raised through support tickets
- Build deep product knowledge across Anaplan’s platform and tools (including Grafana)
- Act as an AI and Machine Learning (ML) subject matter expert
- 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
- Drive initiatives that improve quality and efficiency
- Lead by example in all your work
- Guide and mentor junior colleagues in both technical and professional skills
- Provide 24/7 emergency support for critical customer issues through our on-call rota
- Work an adjusted schedule (for example, Tue-Sat or Sun-Thu) when needed to ensure global coverage
Early-career professional with proven commercial experience in:
- Troubleshooting Large Language Model (LLM) and Retrieval-Augmented Generation (RAG) applications
- Robust prompt and context engineering
- Data analysis (Excel, Anaplan or similar tools)
- Software development or quality assurance
- Level 2 or 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
- A quick learner with a curiosity for understanding complex systems and software behavior
- Genuine passion for problem-solving and resilience in resolving challenging technical issues
- An analytical mindset with a methodical and detail-oriented approach
- Able to thrive under time constraints in a fast-paced, dynamic environment
- Excellent communication skills to convey technical information clearly
- Experience leading smaller team projects and mentoring colleagues
- Experience creating technical documentation and delivering training
Preferred Skills
- Understanding of AI security threats and mitigation
- Expertise in AI/ML cloud services e.g. Azure OpenAI, AWS Bedrock or Google Cloud AI.
- Knowledge of core ML concepts e.g. anomaly detection
- 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
- A team player comfortable working cross-functionally across global teams
- Enthusiasm for customer success and delivering high-quality solutions
- Experience with Anaplan or similar planning products
Our Commitment to Diversity, Equity, Inclusion and Belonging (DEIB)
We believe attracting and retaining the best talent and fostering an inclusive culture strengthens our business. DEIB improves our workforce, enhances trust with our partners and customers, and drives business success. Build your career in a place where diversity, equity, inclusion and belonging aren’t just words on paper – this is what drives our innovation, it’s how we connect, and it contributes to what makes us a market leader. We believe in a hiring and working environment where all people are respected and valued, regardless of gender identity or expression, sexual orientation, religion, ethnicity, age, neurodiversity, disability status, citizenship, or any other aspect which makes people unique. We hire you for who you are, and we want you to bring your authentic self to work every day!
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.
Level 3 Support Analyst employer: Anaplan
At Anaplan, we pride ourselves on being an exceptional employer that fosters a Winning Culture where innovation thrives. Our commitment to diversity, equity, inclusion, and belonging ensures that every employee feels valued and empowered to contribute their unique perspectives. With ample opportunities for professional growth and a collaborative work environment, you will be supported in your journey to tackle complex technical challenges while making a meaningful impact for our prestigious global clients.
StudySmarter Expert Advice🤫
We think this is how you could land Level 3 Support Analyst
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Anaplan. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Anaplan before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Level 3 Support Analyst
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Anaplan:Your cover letter is your chance to shine! Tell us why you want to work at Anaplan specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Anaplan!
How to prepare for a job interview at Anaplan
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
