Level 3 Support Analyst - AI Specialist

Anaplan · Manchester

Sales & Businessposted 3mo ago

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!

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, with a focus on our AI solutions.

Your Impact

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 rota
Work an adjusted schedule (for example, Tue-Sat or Sun-Thu) when needed to ensure global coverage

Your qualifications

Early-career professional with proven commercial 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

Preferred Skills:

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

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.  

Candidate data processed during our recruitment activities is handled in accordance with our Candidate Privacy Notice. This may include the use of artificial intelligence or automated tools to assist our team in evaluating qualifications.