Level 3 Support Analyst

Sydney - Australia

Monthly Salary: Not Disclosed

Posted on: 2 days ago

Vacancies: 1 Vacancy

Job Summary

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 whos who in the Fortune 50. Coca-Cola LinkedIn Adobe LVMH and Bayer are just a few of the 2400 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 youll be inspired connected developed and rewarded here. Everything that makes you unique is welcome; join us and lets build whats next - together!

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 Anaplans 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

Our Commitment to Diversity Equity Inclusionand 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 arent just words on paper this is what drives our innovation its 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 @ 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 before taking any further action in relation to the correspondence.

Required Experience: