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 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!

Your Impact

Join our global Level 3 Support team as our new AI Specialist. You'll resolve the most complex technical issues our customers face, combining deep technical expertise with exceptional customer support. You'll 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. In this role, you'll:

• Investigate and diagnose complex technical issues raised through support tickets
• Build deep product knowledge across Anaplan's 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 rotation
• Work an adjusted schedule (for example, Tue-Sat or Sun-Thu) when needed to ensure global coverage

Your Qualifications

• Early-career professional with at least 2-3 years of 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

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 (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

Base Salary Range:

$82,000-$118,000 USD

Our Commitment to Diversity, Equity,…