Anaplan
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.What unites Anaplanners across teams and geographies is our collective commitment to our customers' success and to our Winning Culture.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, 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 to the Level 3 Support Team Manager.Your ImpactInvestigate and diagnose complex technical issues raised via support ticketsGain deep product knowledge across Anaplan's platform and tools (e.g., Grafana)Collaborate with Support Agents to guide customers through sophisticated technical solutionsHandle complex and sensitive customer escalations and drive a path to resolutionDrive initiatives to improve quality and efficiency; lead by exampleGuide and mentor junior colleagues with both technical and soft skill developmentRaise and track product bugs where appropriateCommunicate investigation progress and outcomes clearly to internal teamsLead release reviews and onboard new product features to global Support TeamsDocument detailed investigations and share technical knowledge within the teamParticipate in an on-call support rota providing 24/7 emergency support for critical customer issues (approx. 1 weekend in 12)Your QualificationsMid-career professional with at least 5-6 years' experience in data analysis (Excel or similar tools), software development/quality assurance, or Level 2/Level 3 technical supportExperience in leading team projects, mentoring colleagues, and contributing to team strategyExperience in creating technical documentation and/or trainingCross-functional collaborator, confident working with different teams such as: front-line Support, Engineering, Product, Customer SuccessDegree in Mathematics, Physics, Electronic Engineering, Computer Science, or other technical disciplines involving large datasetsQuick learner with a curiosity for understanding complex systems and software behaviourDemonstrated passion for problem-solving and resilience in resolving challenging technical issuesAnalytical mindset with a methodical and detail-oriented approachAbility to thrive under time constraints in a fast-paced, dynamic environmentExcellent communication skills with the ability to convey technical information clearlyPreferred SkillsExperience with Anaplan (or similar) products Experience driving supportability requirements for product featuresFamiliarity with technical support environments, SaaS platforms, or complex data systemsExperience working with monitoring tools such as Grafana (or willingness to learn)Adaptability to shifting priorities and managing multiple concurrent issuesTeam player comfortable working cross-functionally across global teamsEnthusiasm for customer success and delivering high-quality solutions#LI-SP1Base Salary Range:$91,000-$130,000 USDOur 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. Fraud Recruitment Disclaimer It has come to our attention that fraudulent and fictitious job opportunities are being circulated on the Internet. Prospective candidates are being contacted by certain individuals, mainly through telephone calls, emails and correspondence, claiming they are representatives of Anaplan. The main purpose of these correspondences and announcements is to obtain privileged information from individuals. Anaplan does not: Extend offers to candidates without an extensive interview process with a member of our recruitment team and a hiring manager via video or in person. Send job offers via email. All offers are first extended verbally by a member of our internal recruitment team whenever possible and then followed up via written communication. All emails from Anaplan would come from an @anaplan.com email address. Should you have any doubts about the authenticity of an email, letter or telephone communication purportedly from, for, or on behalf of Anaplan, please send an email to people@anaplan.com before taking any further action in relation to the correspondence.