Level 3 Support Analyst - AI Specialist

The role

You will resolve complex technical issues as an AI Specialist within the global Level 3 Support team. You will troubleshoot system-level challenges with a focus on AI solutions and collaborate with Engineering, Product, Operations, and Customer Success teams.

What you will do

• Investigate and diagnose complex technical issues raised through support tickets
• Build deep product knowledge across Anaplan’s platform and tools
• 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
• 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 that improve quality and efficiency
• Guide and mentor junior colleagues

Required qualifications

• 2-3 years of experience in troubleshooting Large Language Model (LLM) and Retrieval-Augmented Generation (RAG) applications
• 2-3 years of experience in robust prompt and context engineering
• 2-3 years of experience in data analysis (Excel, Anaplan, or similar tools)
• 2-3 years of experience in software development or quality assurance
• 2-3 years of experience in 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
• Experience leading smaller team projects and mentoring colleagues
• Experience creating technical documentation and delivering training

Nice to have

• 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
• 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

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.