Sr. Customer Support Analyst

The role

You will deliver support to Anaplan customers by resolving complex and critical issues. This role involves technical investigation, customer collaboration, and mentoring L1 analysts.

What you will do

• Take ownership of L2 cases and prioritize based on urgency.
• Investigate, troubleshoot, and resolve complex issues.
• Research multifaceted issues related to the Anaplan platform and integration technologies.
• Analyze applications and server logs.
• Replicate customer issues in a test environment.
• Work with engineering on bug resolution.
• Communicate with customers through case portal and live troubleshooting sessions.
• Create and maintain internal knowledge base articles and documentation.
• Assist L1 Support analysts with training and mentoring.
• Collaborate with L3 Support, Engineering, and Product Management.

Required qualifications

• 2+ years of proven experience in a Technical Support or Product Support role for a B2B SaaS company.
• Fluent in Japanese and English.
• Business-level Japanese (Keigo).
• Ability to manage and prioritize multiple high-priority issues in a fast-paced environment.
• Experience supporting high-value, enterprise-level customers.

Nice to have

• Anaplan Model Builder Certification (Level 1, 2, or 3).
• Systems such as Service Now, Salesforce, Grafana & Jira

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 like Coca-Cola, LinkedIn, Adobe, LVMH and Bayer.