Level 3 Support Analyst AI Specialist

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 Linked In 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!

Join our global Level 3 Support team. Youll resolve the most complex technical issues our customers face combining deep technical expertise with exceptional customer support. Youll work closely with Engineering Product Operations and Customer Success teams to troubleshoot investigate and resolve system-level challenges with a focus on our AI solutions.

Your Impact

• Investigate and diagnose complex technical issues raised through support tickets
• Build deep product knowledge across Anaplans platform and tools (including Grafana)
• 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 when you identify them
• 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
• Drive initiatives that improve quality and efficiency
• Lead by example in all your work
• Guide and mentor junior colleagues in both technical and professional skills
• Provide 24/7 emergency support for critical customer issues through our on-call rota
• Work an adjusted schedule (for example Tue-Sat or Sun-Thu) when needed to ensure global coverage

Your qualifications

• Early-career professional with proven commercial experience in:
  • Troubleshooting Large Language Model (LLM) and Retrieval-Augmented Generation (RAG) applications
  • Robust prompt and context engineering
  • Data analysis (Excel Anaplan or similar tools)
  • Software development or quality assurance
  • Level 2 or level 3 technical support
• A degree in Mathematics Physics Electronic Engineering Computer Science or other technical disciplines involving large datasets
• Fluent or professional proficiency in English
• A quick learner with a curiosity for understanding complex systems and software behavior
• Genuine passion for problem-solving and resilience in resolving challenging technical issues
• An analytical mindset with a methodical and detail-oriented approach
• Able to thrive under time constraints in a fast-paced dynamic environment
• Excellent communication skills to convey technical information clearly
• Experience leading smaller team projects and mentoring colleagues
• Experience creating technical documentation and delivering training

Preferred Skills:

• 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 (or willingness to learn)
• 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

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 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…