Junior Level 3 Support Analyst at Anaplan
About the role
Anaplan is seeking a motivated and technically skilled individual to join our global Level 3 Support team. In this position, you will be responsible for resolving complex technical issues encountered by our customers, utilizing your deep understanding of our platform and associated tools. You will work closely with cross-functional teams to troubleshoot, diagnose, and resolve intricate problems, ensuring our platform operates smoothly and efficiently for our clients. This role offers an exciting opportunity to develop your technical expertise, contribute to customer success, and be part of a agile, fast-paced environment that values problem-solving and continuous learning.
Key facts
Location: Sydney, Australia
Engagement: Full-time
Team: Level 3 Support
What you'll do
Analyze and resolve complex technical issues submitted through support tickets, providing detailed solutions and guidance to customers.
Develop a comprehensive understanding of Anaplan's platform, including its architecture, features, and tools such as Grafana, to effectively troubleshoot and resolve customer issues.
Collaborate with other support levels, engineering, and product teams to *escalate* and resolve technical problems that require specialized knowledge.
Identify, document, and track product bugs and issues for further investigation by the development team, ensuring thorough reporting and communication.
Provide regular updates to customers and internal teams regarding the status of ongoing investigations, ensuring transparency and timely resolution.
Assist in conducting release reviews, testing new features, and onboarding new capabilities for the global support teams to ensure smooth deployment and support.
Maintain detailed documentation of troubleshooting steps, solutions, and best practices to build a knowledge base for the support team and improve overall efficiency.
Participate in a 24/7 on-call rotation to address urgent customer issues outside of regular working hours, demonstrating flexibility and commitment to customer satisfaction.




Adjust your work schedule as needed to provide support across different time zones, ensuring global customer needs are met effectively.
Contribute to continuous improvement initiatives by sharing insights from customer interactions and technical investigations, helping to enhance product quality and support processes.
Engage in ongoing learning and professional development to stay current with platform updates, new tools, and industry best practices.
Requirements
Recent graduate or early-career professional with experience in data analysis, preferably using Excel or similar tools, demonstrating strong analytical skills.
A degree in Mathematics, Physics, Electronic Engineering, Computer Science, or a related technical field involving large datasets and complex systems.
Fluency in English, both written and spoken, with excellent communication skills to explain technical concepts clearly to customers and team members.
Demonstrated ability to quickly learn new systems, software behaviors, and troubleshooting techniques.
Strong problem-solving skills, with persistence and resilience in addressing challenging technical issues.
Attention to detail and a methodical approach to investigations, ensuring accurate diagnosis and effective solutions.
Ability to work efficiently under pressure in a fast-paced environment, managing multiple issues simultaneously.
Good organizational skills and the ability to prioritize tasks effectively to meet deadlines.
Willingness to participate in a 24/7 support rotation, including outside of standard business hours, to support global customers.
Ability to work collaboratively within a team, sharing knowledge and supporting colleagues to improve overall support quality.
Nice to have




Previous experience in technical support roles, especially within SaaS platforms or complex data systems, is advantageous.
Familiarity with monitoring and visualization tools such as Grafana, or a strong willingness to learn and adapt to new tools.
Experience working in a global support environment, managing issues across different time zones and cultural contexts.
Knowledge of ITAR regulations or experience handling sensitive or controlled technical information is a plus.
A proactive attitude towards problem-solving and continuous improvement, with a customer-centric mindset.
Ability to adapt quickly to changing priorities and manage multiple technical issues simultaneously, demonstrating flexibility and resilience.
Skills & tools
Data analysis tools, such as Excel or similar spreadsheet applications, for troubleshooting and data examination.
Familiarity with SaaS platforms and cloud-based solutions.
Monitoring and visualization tools like Grafana, or a willingness to learn these tools.
Basic understanding of network protocols, APIs, and system architecture is beneficial but not mandatory.
Strong written and verbal communication skills to convey technical information clearly and effectively.
Practical notes
This position may require occasional adjustments to your work schedule to accommodate the needs of a global support environment. Flexibility is essential to provide timely support across different time zones. Anaplan is committed to fostering an inclusive and diverse work environment. We will provide reasonable accommodations for individuals with disabilities during the application and interview process. The role is based on-site in Sydney, Australia, and involves working in a full-time capacity within the Level 3 Support team. Candidates should be prepared for a dynamic environment that values problem-solving, continuous learning, and customer satisfaction. The position offers an excellent opportunity for growth within a leading SaaS company, with exposure to cutting-edge technologies and a collaborative global team.
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📌 Junior Level 3 Support Analyst (Sydney)
🏢 Anaplan
📍 Sydney