Level 3 Support Team Lead at Anaplan
London, GB

The Level 3 Support Team are looking for an enthusiastic, hard-working individual for the Team Lead position in London.

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 into the back-end of the system will be escalated to the Level 3 Support team.

Customer issues are diverse; therefore, you will be expected to be eager and able to learn at a fast pace. You must be able to manage multiple issues simultaneously whilst preserving the high standards Anaplan expects.

We are a global company with Headquarters in San Francisco and Support teams based in London, Singapore, Tokyo, Minneapolis and Maidenhead. You will have the opportunity to work with all of these teams, as well as liaise with multiple teams outside of support including Engineering, Product, Operations and Customer Success.

The position is a hybrid role of both Analyst and leadership.  As an operational role there is a need to work alongside Analysts on cases and Supportability projects.

Leadership requirements include;

You will be responsible for:

  • Mentoring and managing L3 analysts within your region
  • Working with leadership on strategy and insights
  • Working with the Engineering, Operations and Product teams to resolve issues
  • Communicating progress of issues/fixes to the customer and Customer Success organisation
  • Assisting the Head of Level 3 Support with strategy, process development and escalations
  • Driving supportability of the product
  • Investigating issues raised via support cases - working directly with the customer
  • Documenting investigations of new issues and new SOPs
  • Drive improvements and best practice within the wider teams
  • Triaging and prioritising cases
  • Raising bugs where appropriate

TECHNICAL SKILLS AND EXPERIENCE

  • Strong analytical skills, either through a degree or previous employment
  • Previous experience in a leadership/mentoring role
  • Experience in a fast-paced environment
  • Knowledge of Splunk is desirable
  • Knowledge of and experience with Anaplan (or similar) products is beneficial
  • Knowledge of programming, server architecture, networking and basic computing concepts such as resource contention, garbage collection and browser caching is desirable

PERSONAL SKILLS AND KNOWLEDGE:

  • Quick learner with a desire to understand complex systems and software behaviour
  • Ability to quickly adapt to altering priorities
  • Genuine enthusiasm for problem solving and persistence when necessary
  • Ability to work to tight deadlines under pressure within a chaotic environment
  • Ability to assess and prioritise according to customer and internal demands
  • Works efficiently with global teams and customers
  • Good communication skills with ability to present technical information in a clear and comprehensive way

PERKS OF THE JOB:

  • 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.
  • Regular agile meetups, events and hackathons (both attending and hosting!)
  • Flexible working, catered lunches, a fully stocked kitchen and plenty of parties & events
  • A range of sports, health and wellbeing initiatives
  • 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
  • Huge problems to solve –you will constantly be learning and pushing boundaries, working with some of the smartest people around!

 

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.

Do you align with Anaplan’s Values?

Collaborative: We go out of our way to help others succeed

Explore all of our Values on Anaplan.com/careers

#AnaplanLOVE #connectedplanning