Anaplan Level 3 Support Analyst - AI Specialist resolves complex technical issues related to AI solutions. Collaborates with Engineering, Product, Operations, and Customer Success teams to troubleshoot and support Anaplan’s AI platform.
Responsibilities
Join 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 tickets
Build deep product knowledge across Anaplan’s platform and tools (including Grafana)
Act as an AI and Machine Learning (ML) subject matter expert
Collaborate with other teams to guide customers through complex technical solutions
Raise and track product bugs when you identify them
Communicate investigation progress and outcomes clearly to internal teams
Lead release reviews and onboard new product features to global support teams
Document detailed investigations and share technical knowledge within the team
Drive initiatives that improve quality and efficiency
Lead by example in all your work
Guide and mentor junior colleagues in both technical and professional skills
Qualification
Degree in MathematicsExpertise in AI/ML cloud servicesKnowledge of core ML concepts
Required
2-3 years of experience troubleshooting LLM and RAG applications
Experience in prompt and context engineering
Experience with data analysis tools like Excel or Anaplan
Experience in software development or quality assurance
Experience in Level 2 or Level 3 technical support
Degree in Mathematics, Physics, Electronic Engineering, Computer Science, or related technical discipline
Preferred
Understanding of AI security threats and mitigation
Expertise in AI/ML cloud services, e.g., Azure OpenAI, AWS Bedrock, or Google Cloud AI
Knowledge of core ML concepts, e.g., anomaly detection
Familiarity with technical support environments, SaaS platforms, or complex data systems
Experience working with monitoring tools such as Grafana (or willingness to learn)
Adaptability to shifting priorities and managing multiple concurrent issues
A team player comfortable working cross-functionally across global teams
Enthusiasm for customer success and delivering high-quality solutions
