Strategic Support Analyst

About the role

In this capacity, you will serve as a critical technical problem solver within the Customer Support organization, owning the full lifecycle of complex Level 2 support cases from initial intake to final resolution. You will be responsible for analyzing intricate issues on the Anaplan platform, utilizing advanced investigation techniques to isolate root causes and develop effective solutions. The role requires you to act as the primary technical expert for customers, ensuring clear and consistent communication regarding the status and resolution of their most urgent business-impacting issues. You will leverage your expertise to troubleshoot sophisticated integration problems, often diving deep into application and server logs to replicate and diagnose errors in a controlled testing environment. Furthermore, you will play a key role in knowledge transfer, creating comprehensive internal documentation and training materials to elevate the capabilities of the broader support team. This position demands a proactive mindset, where you anticipate potential problems and guide customers toward successful outcomes using the Anaplan platform. You will work closely with engineering and product teams to provide frontline insights on recurring issues and contribute to the long-term improvement of product stability. Ultimately, your work will directly empower clients to make better decisions by ensuring the reliability and performance of their strategic planning environments.

Key facts

What you'll do

• Assume ownership of Level 2 support cases, triaging each incident by urgency and potential customer impact to determine the appropriate response strategy.
• Execute detailed technical investigations for complex platform issues, analyzing system logs, configuration settings, and integration points to identify the source of failure.
• Replicate reported customer issues within a dedicated testing environment to validate hypotheses and confirm fixes before implementing them in production systems.
• Lead live troubleshooting sessions with customers via telephone and screen-sharing applications, gathering detailed information in real-time to diagnose and resolve critical problems.
• Communicate diagnostic findings and resolution steps clearly to customers using the case portal, ensuring transparency and managing expectations throughout the support lifecycle.
• Author and maintain high-quality internal knowledge base articles that document solutions, workarounds, and best practices for future reference by support staff.
• Develop training programs and provide mentorship to Level 1 Support analysts, enhancing their product expertise and ability to handle more complex queries independently.
• Utilize screen sharing and remote control techniques to guide customers through diagnostic steps, demonstrating configurations and verifying changes directly on their instances.
• Collaborate extensively with Level 3 Support, Engineering, and Product Management to escalate complex issues that require deep architectural review or product-level changes.
• Monitor the status of active cases, providing timely updates to stakeholders and ensuring that all commitments made to customers are met or exceeded.
• Identify trends and patterns in support cases to highlight potential product weaknesses or areas for improvement in customer documentation.
• Apply creative problem-solving skills to overcome obstacles where standard procedures do not yield a solution, relying on fundamental technical principles.
• Maintain a detailed record of all customer interactions and troubleshooting activities within the support case management system for audit and reporting purposes.
• Contribute to the continuous improvement of internal processes and tools to enhance the efficiency and effectiveness of the support function.

Requirements

• Possess a minimum of 2 years of professional experience in a Technical Support or Product Support role within a B2B SaaS environment.
• Demonstrate proficiency in both Japanese and English, with the ability to communicate effectively in writing and verbally across both languages.
• Show a proven capacity to manage and prioritize multiple high-priority issues simultaneously while operating in a fast-paced, high-pressure atmosphere.
• Bring experience supporting high-value enterprise customers where software reliability is integral to core business operations and decision-making.
• Exhibit a self-driven personality with a strong desire to learn new technologies and assist customers in achieving their strategic objectives.
• Adhere strictly to company policies and procedures while maintaining the highest level of professionalism in all customer interactions.
• Comply with all security and data privacy guidelines when handling sensitive customer information and system access credentials.
• Commit to working within the standard business hours and availability requirements as defined by the Tokyo-based support operations schedule.
• Be willing to participate in on-call rotations or after-hours support as needed to address critical customer issues promptly.
• Maintain a reliable internet connection and access to necessary hardware to perform remote support functions effectively.
• Acknowledge the importance of following established escalation paths and documentation protocols to ensure consistent support delivery.

Nice to have

• Hold an Anaplan Model Builder Certification at Level 1, 2, or 3.
• Demonstrate familiarity with systems such as Service Now, Salesforce, Grafana, and Jira for tracking and managing support activities.

Practical notes

• Visa sponsorship is available for qualified candidates.
• We offer a competitive salary and benefits package.
• Applications are accepted until the position is filled.

This role is based in Tokyo, Japan, and requires the successful candidate to be available during the specified engagement hours. The position offers the opportunity to work with a global leader in enterprise planning software while contributing to a culture of innovation and collaboration. The Strategic Support Analyst will be an essential part of the team, ensuring that customers receive the highest level of service and support for their critical business applications. The daily work involves a combination of technical investigation, customer communication, and knowledge management, requiring a balance of analytical skills and interpersonal abilities. Success in this role is measured by the ability to resolve complex issues efficiently, the quality of documentation produced, and the positive impact on customer satisfaction. The ideal candidate is someone who thrives in a technical environment and is passionate about helping others solve difficult problems. They will use their skills to build strong relationships with customers and provide them with the tools they need to succeed on the Anaplan platform. This is a full-time position that offers stability and the potential for professional growth within a leading technology company. The work environment is collaborative, and the team values individuals who are eager to share their knowledge and learn from their colleagues. The role requires a high degree of independence and the ability to work with minimal direct supervision while still meeting team objectives. Candidates should be prepared to engage with the latest technology and contribute to the ongoing evolution of the Anaplan platform.