Your impact
Join our global Level 3 Support team. 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.
In this role you will:
- Investigate and diagnose complex technical issues raised through support tickets
- Build deep product knowledge across Anaplan's platform and tools (including Grafana)
- 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
- 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
- At least 2‐4 years of professional experience in a technical support background
- 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
Preferred qualifications
- 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
Equal Employment Opportunity
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.
As set forth in Anaplan's Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.
Associate Level 3 Support Analyst in Sydney employer: Anaplan
Anaplan is an exceptional employer that fosters a Winning Culture, where innovation and collaboration thrive. Based in Melbourne, we offer a dynamic work environment that champions diversity and inclusion, providing employees with ample opportunities for growth and development. With a commitment to celebrating successes and supporting our team members, Anaplan stands out as a place where your unique contributions are valued and rewarded.
