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

Associate Level 3 Support Analyst

Responsibilities

Benefits

Company

Anaplan

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