Support Analyst II

The role

You will join a global Level 3 Support team to resolve complex technical issues. You will work with Engineering, Product, Operations, and Customer Success teams to troubleshoot and resolve system-level challenges.

What you will do

• Investigate and diagnose complex technical issues raised through support tickets
• Build deep product knowledge across Anaplan’s platform and tools
• Collaborate with other teams to guide customers through complex technical solutions
• Raise and track product bugs
• Communicate investigation progress and outcomes to internal teams
• Lead release reviews and onboard new product features to global support teams
• Document detailed investigations and share technical knowledge
• Drive initiatives to improve quality and efficiency
• Guide and mentor junior colleagues in technical and professional skills
• Provide 24/7 emergency support through an on-call rota

Required qualifications

• 2-3 years of experience in data analysis (Excel, Anaplan or similar tools), software development or quality assurance, or level 2 or level 3 technical support
• Degree in Mathematics, Physics, Electronic Engineering, Computer Science, or other technical disciplines involving large datasets
• Fluent or professional proficiency in English
• Quick learner with curiosity for understanding complex systems and software behavior
• Passion for problem-solving and resilience in resolving technical issues
• Analytical mindset with a methodical and detail-oriented approach
• Able to thrive under time constraints in a fast-paced, dynamic environment
• Excellent communication skills
• Experience leading smaller team projects and mentoring colleagues
• Experience creating technical documentation and delivering training

Nice to have

• Familiarity with technical support environments, SaaS platforms, or complex data systems
• Experience working with monitoring tools such as Grafana
• 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
• Experience with Anaplan or similar planning products

About the company

Anaplan is a team of innovators focused on optimizing business decision-making through an AI-infused scenario planning and analysis platform. Their customers include global companies such as Coca-Cola, LinkedIn, Adobe, LVMH, and Bayer.