Job Description
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, LinkedIn, 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!
Anaplan is looking for a tenacious Support Analyst to join the Level 3 team based in Minneapolis, MN, on a full-time basis. You will be expected to be in the office at least two days per week. This is an amazing opportunity to learn about the Anaplan product from a technical standpoint and understand what needs changing whilst working with our most important customers.
Your Impact
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.
On a day-to-day basis, you will be working on:
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
Your qualifications
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
Base Salary Range:
$60,000—$86,000 USD
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 aren’t just words on paper – this is what drives our innovation, it’s 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 essential job functions, and receive equitable benefits and all privileges of employment. Please contact us to request accommodation.
Fraud Recruitment Disclaimer
It has come to our attention that fraudulent and fictitious job opportunities are being circulated on the Internet. Prospective candidates are being contacted by certain individuals, mainly through telephone calls, emails and correspondence, claiming they are representatives of Anaplan. The main purpose of these correspondences and announcements is to obtain privileged information from individuals.
Anaplan does not:
Extend offers to candidates without an extensive interview process with a member of our recruitment team and a hiring manager via video or in person.
Send job offers via email. All offers are first extended verbally by a member of our internal recruitment team whenever possible and then followed up via written communication.
All emails from Anaplan would come from an @anaplan.com email address. Should you have any doubts about the authenticity of an email, letter or telephone communication purportedly from, for, or on behalf of Anaplan, please send an email to people@anaplan.com before taking any further action in relation to the correspondence.