Level 3 Support Analyst

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!

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

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 partic