Sr. Customer Support Analyst

Job Overview

As an L2 Support Analyst, your primary goal will be to deliver a first-class support experience to all Anaplan customers. You will be responsible for resolving complex and often critical support issues, acting as a key player in the customer's success and journey 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 L2 cases, prioritizing based on 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 working with engineering on bug resolution.
• 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.
• Knowledge Management: Create and maintain internal knowledge base articles and documentation to assist both customers and internal teams.
• Mentorship and Training: Assist L1 Support analysts with training and mentoring to enhance their product knowledge and troubleshooting skills.
• Cross-functional Collaboration: Collaborate effectively with L3 Support, Engineering, and Product Management on complex issues that require deeper investigation or architectural guidance.

Qualifications and Skills

Must-Haves

• 2+ years of proven experience in a Technical Support or Product Support role, investigating and resolving complex issues for a B2B SaaS company.
• Fluent in Japanese and English - Business-level Japanese (Keigo)
• 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

• Anaplan Model Builder Certification (Level 1, 2, or 3).
• Systems such as ServiceNow, 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. 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 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 Disclaimer

It has come to our attention that fraudulent and fictitious job opportunities are being circulated on the Internet. 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, and does not send job offers via email. All emails from Anaplan would come from an @anaplan.com email address.

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