Level 3 Support Analyst - AI Specialist

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 celebratingour 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!Your ImpactJoin our global Level 3 Support team as our new AI Specialist. 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. In this role, you'll:Investigate and diagnose complex technical issues raised through support ticketsBuild deep product knowledge across Anaplan’s platform and tools (including Grafana)Act as an AI and Machine Learning (ML) subject matter expertCollaborate with other teams to guide customers through complex technical solutionsRaise and track product bugs when you identify themCommunicate investigation progress and outcomes clearly to internal teamsLead release reviews and onboard new product features to global support teamsDocument detailed investigations and share technical knowledge within the teamDrive initiatives that improve quality and efficiencyLead by example in all your workGuide and mentor junior colleagues in both technical and professional skillsProvide 24/7 emergency support for critical customer issues through our on-call rotationWork an adjusted schedule (for example, Tue-Sat or Sun-Thu) when needed to ensure global coverageYour QualificationsEarly-career professional with at least 2-3 years of experience in:Troubleshooting Large Language Model (LLM) and Retrieval-Augmented Generation (RAG) applicationsRobust prompt and context engineeringData analysis (Excel, Anaplan, or similar tools)Software development or quality assuranceLevel 2 or Level 3 technical supportA degree in Mathematics, Physics, Electronic Engineering, Computer Science, or other technical disciplines involving large datasetsFluent or professional proficiency in EnglishA quick learner with a curiosity for understanding complex systems and software behaviorGenuine passion for problem-solving and resilience in resolving challenging technical issuesAn analytical mindset with a methodical and detail-oriented approachAble to thrive under time constraints in a fast-paced, dynamic environmentExcellent communication skills to convey technical information clearlyExperience leading smaller team projects and mentoring colleaguesExperience creating technical documentation and delivering trainingNice to HaveUnderstanding of AI security threats and mitigationExpertise in AI/ML cloud services, e.g., Azure OpenAI, AWS Bedrock, or Google Cloud AIKnowledge of core ML concepts, e.g., anomaly detectionFamiliarity with technical support environments, SaaS platforms, or complex data systemsExperience working with monitoring tools such as Grafana (or willingness to learn)Adaptability to shifting priorities and managing multiple concurrent issuesA team player comfortable working cross-functionally across global teamsEnthusiasm for customer success and delivering high-quality solutionsExperience with Anaplan or similar planning productsBase Salary Range:$82,000—$118,000 USDOur 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 DisclaimerIt 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 View email address on click.appcast.io 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.