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Anaplan

Cloud-based SaaS planning and performance management

Level 3 Support Analyst - AI Specialist

Customer SupportConfirmed live in the last 24 hours
Full-timeMinneapolis, MN, USA$82k - $118kIn-person

About the Job

Requirements

  • Early-career professional with at least 2–3 years of experience troubleshooting Large Language Model and Retrieval-Augmented Generation applications, robust prompt and context engineering, data analysis using Excel, Anaplan, or similar tools, software development or quality assurance, and Level 2 or Level 3 technical support.
  • A degree in Mathematics, Physics, Electronic Engineering, Computer Science, or another technical discipline involving large datasets.
  • Fluent or professional proficiency in English.
  • Ability to learn quickly and curiosity about complex systems and software behavior.
  • Passion for problem-solving and resilience in resolving challenging technical issues.
  • An analytical, methodical, and detail-oriented approach.
  • Ability to thrive under time constraints in a fast-paced, dynamic environment.
  • Ability to communicate technical information clearly.
  • Experience leading smaller team projects and mentoring colleagues.
  • Experience creating technical documentation and delivering training.

Responsibilities

  • 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 artificial intelligence and machine learning subject matter expert.
  • Collaborate with other teams to guide customers through complex technical solutions.
  • Raise and track product bugs when identified.
  • 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.
  • Provide 24/7 emergency support for critical customer issues through an on-call rotation.
  • Work an adjusted schedule, such as Tuesday–Saturday or Sunday–Thursday, when needed to ensure global coverage.

Desired Qualifications

  • Understanding of artificial intelligence security threats and mitigation.
  • Expertise in artificial intelligence and machine learning cloud services, such as Azure OpenAI, AWS Bedrock, or Google Cloud AI.
  • Knowledge of core machine learning concepts, such as anomaly detection.
  • Familiarity with technical support environments, software-as-a-service 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.
  • Comfort working cross-functionally across global teams.
  • Enthusiasm for customer success and delivering high-quality solutions.
  • Experience with Anaplan or similar planning products.

About the Company

Anaplan

Cloud-based SaaS planning and performance management

Anaplan provides a cloud-based SaaS platform for enterprise-wide planning and performance management that helps finance, supply chain, sales, marketing, and HR teams improve planning and decision making. Users connect data sources, build models and scenarios, run forecasts, and collaborate in real time within a scalable subscription model, with optional professional services for training and implementation. Unlike tools that tackle planning in silos, Anaplan offers a single connected platform that links data, people, and plans across multiple business functions. Its goal is to help organizations optimize operations and make data-driven decisions at scale.

Company size
1,001-5,000
Company stage
IPO
Headquarters
San Francisco, CA
Founded
2006

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