What are the responsibilities and job description for the Level 3 Support Analyst position at Anaplan?
Anaplan is looking for a tenacious Support Analyst to join the Level 3 team based in Minneapolis, MN.
This is a stellar opportunity to get involved in a highly visible, large-scale SaaS cloud company. This role is an immediate full-time position. If you’re ready to roll up your sleeves and seek outstanding problems that no one else is solving, keep reading.
Come see for yourself what an exciting place to work looks like!
The Role:
Level 3 Support investigates and diagnoses complex problems reported by Anaplan customers. Any issues that require in-depth knowledge of the product or an investigation into the logging or back-end of the system will be taken care of by Level 3. The range of issues is diverse and can vary from front-end client or UI issues to modeling or server problems, to platform or network performance.
As a Level 3 Support Analyst, you'll gain detailed product knowledge, work with large volumes of data (using tools like Splunk) and work with multiple teams including Engineering, Product, Operations, Customer Success, and Customer Support to ensure that the customer issue is resolved quickly and thoroughly.
Level 3 exists to resolve challenges which means priorities change on a daily and even hourly basis. Therefore, your focus may need to be frequently shifted and you'll need to have a good understanding of what's meaningful to the customer and internal teams.
What you will be doing:
- Investigating complex issues raised by users
- Communicating progress of issues/fixes to both technical and non-technical users
- Using your problem solving and creativity to derive solutions were needed for users
- Guiding users through sophisticated solutions
- Detailing investigations of new issues
- Prioritizing customer cases within your own queue
- Raising bugs where appropriate
- Onboarding new features and changes to the Support Teams
- On-Call rota participation - Level 3 provides an emergency call out for urgent customer issues 24/7. The on-call rota is shared between team members so you can expect to be on call approx. 1 week in 20 and 1 weekend in 20.
Preferred skills and technical familiarity
- Graduate or early in career analyst working with data analytics tools / Excel
- Degree in Mathematics, Physics, Electronic Engineering, or Computer Science. (Similar degree using large and complex data sets).
- Quick learner with a desire to understand sophisticated systems and software behavior.
- A genuine passion for problem-solving and persistence when vital.
- Analytical skills with a methodical approach.
- Ability to work to time constraints within an exciting environment.
- Ability to switch focus as priorities change.
- Good communication skills with the ability to convey technical information clearly
