L3 Support Analyst

| San Francisco, CA
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Anaplan, the Connected Planning pioneer, is changing the way the world’s most respected companies do business.  We believe in clear, open communication enabling teams to overcome obstacles and move forward together. We want you to feel that you belong to a team, you matter, and are able to be your authentic self. We all work together to deliver business value with the power of Connected Planning at every level within every organization, and alongside an ever-growing number of users, a rich partner ecosystem, and active community. At Anaplan, our values are key to everything we do. We call it #AnaplanLOVE

 

 

 

At Anaplan these words come to life by making employees feel empowered and inspired.

Building a strong culture around company values is an ongoing journey

that will continue to be the core of our existence.

 

 

 

 

 

 

 

 

 

Anaplan is looking for a tenacious Support Analyst to join the Level 3 team based in San Francisco, CA, or Minneapolis, MN.

This is a stellar opportunity to get involved in a highly visible, large-scale SaaS cloud company. This role is an immediate full-time position. If you’re ready to roll up your sleeves and seek outstanding problems that no one else is solving, keep reading.

Come see for yourself what an exciting place to work looks like!

The Role:

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 taken care of by Level 3. The range of issues is diverse, and can vary from front-end client or UI issues to modelling or server problems, to platform or network performance.

As an L3 Support Analyst, you'll gain detailed product knowledge, work with large volumes of data (using tools like Splunk) 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 have a good understanding of what's meaningful to the customer and internal teams.

What you will be doing:

  • Investigating complex issues raised by users
  • Communicating progress of issues/fixes to both technical and non-technical users
  • Using your problem solving and creativity to derive solutions were needed for users
  • Guiding users through sophisticated solutions
  • Detailing investigations of new issues
  • Prioritizing customer cases within your own queue
  • Raising bugs where appropriate
  • Onboarding new features and changes to the Support Teams
  • On-Call rota participation - Level 3 provides an emergency call out for urgent customer issues 24/7. The on-call rota is shared between team members so you can expect to be on call approx. 1 week in 20 and 1 weekend in 20.

Preferred skills and technical familiarity

  • Graduate or early in career analyst working with data analytics tools / Excel
  • Degree in Mathematics, Physics, Electronic Engineering, or Computer Science. (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 to time constraints within an exciting environment.
  • Ability to switch focus as priorities change.
  • Good communication skills with the ability to convey technical information clearly

 

 

Our diversity and inclusion commitment

Build your job in a place that thrives on diversity, inclusion and belonging. We believe in maintaining a hiring and working experience in which 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 true self to work every day!

 

 

 

 

Our story 

Anaplan is a cloud-native enterprise SaaS company helping global enterprises orchestrate business performance. Our customers come first to create heroes, unlock potential & build trust and confidence. We challenge legacy thinking and software that isn’t flexible for the modern organization. We have architected the only platform that will take the time from planning to decision down to zero.

 

We’re building a truly unique technology. From our calculation engine and in-memory data store, to apps and predictive analytics; amazing technology is being developed every day.

 

We’re addressing a $100B/year problem that all global businesses face. Our mission is to break the traditional business planning mold, currently performed through spreadsheets or legacy systems.

 

Anaplan’s Connected Planning platform is enabling customers to improve decision-making by turning response time into real time, to make better decisions to enhance your business. The platform helps you dynamically orchestrate performance enterprise-wide, and convert constant change to your environment.

 

See what our global customers and partners have to say about Anaplan’s platform is solving some of the most complex challenges in business. CEOs, analysts, and the press agree—Anaplan is changing the way the world does business. Learn about our history, see our recognitions and achievements, and take a look at what it’s like to work at Anaplan. Get to know more about working at Anaplan by checking out our social channels.

 

Facebook | Twitter | Instagram | YouTube

 

Can’t find the perfect role for you? New opportunities are opening up daily: http://anaplan.com/CAREERS

 

 

 

 

 

COVID-19 Update

Protecting the health and safety of our communities, including our employees and of those considering a career at Anaplan, is our highest priority. We continue to closely monitor the evolving situation and we appreciate your understanding and flexibility with any related changes to our interviewing process.

More Information on Anaplan
Anaplan operates in the Information Technology industry. The company is located in San Francisco, CA, Minneapolis, MN and New York, NY. Anaplan was founded in 2006. It has 2194 total employees. It offers perks and benefits such as Flexible Spending Account (FSA), Dental insurance, Vision insurance, Health insurance, Life insurance and Mental health benefits. To see all 37 open jobs at Anaplan, click here.
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