Product Support Analyst Level 3 at Anaplan
Minneapolis, MN, US

Originally founded in York where our core engineering team continue to be based, Anaplan has its Headquarters in the heart of San Francisco as well as offices in London and Paris and Support teams in Singapore, Minneapolis and Maidenhead. With year after year growth, we are a truly global company with offices all over the world.

ABOUT US:

Anaplan is a financial, sales and operational #connectedplanning cloud-based system.  One model can contain billions of cells of data that can be updated in real-time by thousands of users.

Level 3 Support investigate and diagnose complex problems reported by Anaplan customers.  Any issues that require in-depth knowledge of the product or a deep dive in to the logging or back-end of the system will be escalated to the Level 3 Support team.

The range of issues that are escalated is diverse and can vary from front-end client or UI issues to modeling or server problems to platform or network performance.  As a member of the Level 3 Support team you will gain an in-depth knowledge of the product from end-to-end, work with large volumes of data using tools like Splunk and work closely with multiple teams including Engineering, Product, Operations, Customer Success and Customer Support to ensure that the customer issue is resolved quickly and thoroughly.  We also work closely with Product and Engineering to continually improve our ability to support the product (‘Supportability’) by embedding ourselves in all new feature teams.

Level 3 can feel slightly chaotic as priorities change on a daily and sometimes hourly basis, meaning that your focus may need to be frequently shifted between investigations.  We are the intermediary between the customer and Anaplan internally; when we resolve issues we need to consider the best interests of the customer and also those of Engineering, Operations and Product, consequently you need to have a good understanding of both the priorities of the customer and also the internal teams.

What you will be doing:

  • Triaging and prioritizing Anaplan support cases
  • Drive improvements and best practice within the wider teams
  • Work with leadership team on strategy and insights
  • Investigating issues raised via support cases, working directly with the customer
  • Working with the Engineering, Operations and Product teams to resolve issues where necessary
  • Raising bugs where appropriate
  • Communicating progress of issues/fixes to the customer and Customer Success organization
  • Documenting investigations of new issues and new SOPs
  • Driving supportability of the product
  • On-Call rota participation - Level 3 Support provide emergency call out for urgent customer issues 24/7.  
  • The on-call rota is shared between several team members so you can expect to be on call approx. 1 week in 8 and 1 weekend in 8.

What you will need: 

  • Quick learner with a desire to understand complex systems and software behavior.
  • Genuine enthusiasm for problem solving and persistence when necessary.
  • Complex problem solving and analytical skills needed with a methodical approach.
  • Ability to work to tight deadlines under pressure within a moderately chaotic environment.
  • Ability to switch focus quickly as priorities change.
  • Ability to assess and prioritize according to customer and internal demands
  • Mentoring and leadership skills
  • Working with support teams and customers to gather the right information to resolve issues and communicate back resolutions and workarounds.
  • Good communication skills with ability to present technical information in a clear and understandable way.
  • Analyzing and testing of Anaplan models and server logging using in-house Splunk tooling is desirable.
  • Knowledge of programming, server architecture, networking and basic computing concepts such as resource contention, garbage collection and browser caching is desirable.

More about you:

  • Strong skills and experience working with a multi-dimensional financial modeling tool such as IBM Cognos Planning, TM1, Hyperion or SAP BPC preferred
  • Excel expertise
  • 4 year degree in Finance, Accounting or MIS or equivalent 
  • Strong analytical and problem solving skill set
  • A passion for business analytics, modeling and planning
  • Aptitude for quickly ramping up on new technology
  • Excellent communication and customer service skills
  • The desire to work with a truly dynamic and exciting team 

What we offer:

  • A rewarding, progressive career with a company that values diversity, flexibility and understands the need for a good work/life balance.
  • Market-leading salaries combined with generous bonuses, equity and a range of comprehensive benefits.
  • Flexible working, catered lunches, a fully stocked kitchen and plenty of parties & events
  • 3 days of paid leave every year to help support the charity or cause of your choice.
  • The chance to contribute and evolve a company with a valuation over $1.4 billion

This role is an immediate full-time position. If you’re ready to roll up your sleeves and tackle unique problems that no one is solving in the tech space yet, keep reading.