Customer Support Analyst

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! Job Overview As an L1 Support Analyst, your primary goal will be to deliver a first-class support experience to all Anaplan customers. You will be the first point of contact for customer queries, responsible for resolving foundational support issues on various features and products offered by Anaplan, and act as a crucial first step in customer’s support experience with Anaplan. You should be a problem-solver with a strong sense of empathy, emotional intelligence, and a proven ability to thrive in a fast-paced environment. Key Responsibilities • Case Ownership and Resolution: Take ownership of L1 cases, prioritizing based on case first response SLA, issue urgency and customer impact. Investigate, troubleshoot, and resolve complex issues to completion, ensuring clear and empathetic communication with the customer throughout the process. • In-depth Technical Investigation : Research and investigate multifaceted issues related to the Anaplan platform and its integration technologies. This includes analyzing applications and server logs, replicating customer issues in a test environment, and collaborating effectively with L2 and L3 support teams on complex issues that require deeper investigation. • Customer Collaboration: Communicate with customers through case portal, and when necessary, conduct live troubleshooting sessions with customers via calls and screen sharing to efficiently gather information and resolve issues in real-time. Qualifications and Skills Must-Haves • 1+ years of proven experience in a Technical Support or Product Support role, investigating and resolving complex issues for a B2B SaaS company. • Fluent in English • Demonstrated ability to manage and prioritize multiple high-priority issues in a fast-paced, high-pressure environment. • Experience supporting high-value, enterprise-level customers where the software is business-critical. • A self-motivated, proactive individual with a passion for learning and helping customers achieve their desired outcomes. Desirable Skills • A degree in a technical field such as Information Technology, Engineering, Business Analytics, or equivalent practical experience. • Anaplan Model Builder Certification (Level 1, 2). • Systems such as Service Now, Salesforce, Grafana & Jira 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