Associate Support Analyst
Job description
About the role
You will investigate and diagnose the most complex technical issues customers encounter on the Anaplan platform, combining deep technical expertise with exceptional customer support. In this role, you will build comprehensive product knowledge across the entire Anaplan platform and associated monitoring tools such as Grafana. You will collaborate closely with Engineering, Product, Operations, and Customer Success teams to guide customers through intricate technical solutions and system-level challenges. You will raise and track product bugs when you identify them during your analysis. You will communicate investigation progress and outcomes clearly to internal stakeholders to ensure alignment. You will lead release reviews and onboard new product features to the global support team to maintain consistency. You will document detailed investigations and share technical knowledge within the team to build collective intelligence. You will provide 24/7 emergency support for critical customer issues through our on-call rota to ensure business continuity.
Key facts
What you'll do
Investigate and diagnose complex technical issues raised through support tickets with a high degree of accuracy.
Build deep product knowledge across Anaplan's platform and tools (including Grafana) to address diverse customer scenarios.
Collaborate with other teams to guide customers through complex technical solutions and remove blockers efficiently.
Raise and track product bugs when you identify them to ensure issues are documented and resolved systematically.
Communicate investigation progress and outcomes clearly to internal teams to maintain transparency and trust.
Lead release reviews and onboard new product features to global support teams for a seamless adoption process.
Document detailed investigations and share technical knowledge within the team to create a sustainable knowledge base.
Provide 24/7 emergency support for critical customer issues through our on-call rota to meet global demands.
Work an adjusted schedule (for example, Tue-Sat or Sun-Thu) when needed to ensure global coverage and continuity.
Requirements
Graduate or early-career professional with experience in data analysis (Excel or similar tools) forming the foundation of your technical capability.
A degree in Mathematics, Physics, Electronic Engineering, Computer Science, or other technical disciplines involving large datasets is essential for this role.
Fluent or professional proficiency in English is required to communicate effectively with internal and external stakeholders.
A quick learner with a curiosity for understanding complex systems and software behavior to adapt to new challenges rapidly.
Genuine passion for problem-solving and resilience in resolving challenging technical issues is critical to your success here.
An analytical mindset with a methodical and detail-oriented approach to ensure accuracy and completeness in investigations.
Able to thrive under time constraints in a fast-paced, dynamic environment where priorities can shift quickly.
Excellent communication skills to convey technical information clearly and professionally to diverse audiences.
Nice to have
Familiarity with technical support environments, SaaS platforms, or complex data systems to accelerate your contribution.
Experience working with monitoring tools such as Grafana or a willingness to learn new technologies quickly.
Adaptability to shifting priorities and managing multiple concurrent issues without compromising quality.
A team player comfortable working cross-functionally across global teams to foster collaboration and unity.
Enthusiasm for customer success and delivering high-quality solutions that drive customer satisfaction and retention.
Practical notes
This role operates on an adjusted schedule (for example, Tue-Sat or Sun-Thu) when needed to ensure global coverage.
The engagement type and specific hours are defined in the source documentation and must be reviewed for full details.
This position is based in Sydney, Australia, and is subject to the local policies and requirements of the region.
Join our global Level 3 Support team and play a pivotal role in delivering exceptional support to our customers worldwide. Your work will directly influence how our partners and clients leverage the Anaplan platform to achieve their strategic objectives. You will be an integral part of a Winning Culture that champions diversity of thought and leads like a leader regardless of title. We celebrate wins, big and small, and we are committed to achieving ambitious goals together. At Anaplan, everything that makes you unique is welcome, and we are dedicated to building what's next through collaboration and innovation.