Associate 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, Linked In, 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!

Support Analyst – Level 3, Minneapolis, MN (full-time). You will be expected to be in the office at least two days per week.

Level 3 Support investigates and diagnoses complex problems reported by Anaplan customers. Any issues that require in-depth knowledge of the product or an investigation into the logging or back-end of the system will be dealt with by Level 3. The range of issues is diverse and can vary from front-end client or UI issues to modeling or server problems to platform or network performance.

As a Junior L3 Support Analyst, you'll gain detailed product knowledge, work with large volumes of data, and work with multiple teams, including Engineering, Product, Operations, Customer Success, and Customer Support, to ensure that the customer issue is resolved quickly and thoroughly.

Level 3 exists to resolve challenges, which means priorities change on a daily and even hourly basis. Therefore, your focus may need to be frequently shifted, and you'll need to understand what's important to the customer and internal teams.

• Investigating complex issues raised by users
• Communicating the progress of issues/fixes to both technical and non-technical users
• Using your problem-solving and creativity to derive solutions where needed for users
• Guiding users through sophisticated solutions
• Detailing investigations of new issues
• Prioritising customer cases within your queue
• Raising bugs where appropriate
• Onboarding new features and changes to the Support Teams
• Graduate or early-career analyst working with data analytics tools / Excel
• Degree in Mathematics, Physics, Electronic Engineering, or Computer Science (or similar degree using large and complex data sets)
• Quick learner with a desire to understand sophisticated systems and software behavior
• Genuine passion for problem-solving and persistence when vital
• Analytical skills with a methodical approach
• Ability to work under time constraints within an exciting environment
• Ability to switch focus as priorities change
• Good communication skills with the ability to convey technical information clearly

$60,000 - $86,000 USD

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.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive equitable benefits and all privileges of employment. Please contact us to request accommodation.