Level 3 Support Analyst - AI Specialist
Your Impact
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
Provide 24/7 emergency support for critical customer issues through our on-call rotation
Work an adjusted schedule (for example, Tue-Sat or Sun-Thu) when needed to ensure global coverage
Your Qualifications
Early-career professional with at least 2-3 years of experience in:
Troubleshooting Large Language Model (LLM) and Retrieval-Augmented Generation (RAG) applications
Robust prompt and context engineering
Data analysis (Excel, Anaplan, or similar tools)
Software development or quality assurance
Level 2 or Level 3 technical support
A degree in Mathematics, Physics, Electronic Engineering, Computer Science, or other technical disciplines involving large datasets
Fluent or professional proficiency in English
A quick learner with a curiosity for understanding complex systems and software behavior
Genuine passion for problem-solving and resilience in resolving challenging technical issues
An analytical mindset with a methodical and detail-oriented approach
Able to thrive under time constraints in a fast-paced, dynamic environment
Excellent communication skills to convey technical information clearly
Experience leading smaller team projects and mentoring colleagues
Experience creating technical documentation and delivering training
Nice to Have
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
Experience with Anaplan or similar planning products
Base Salary Range:
$82,000—$118,000 USD