Level 3 Support Analyst

Tokyo, Japan

 

Working at Anaplan

At Anaplan we believe in hard work, having fun and bringing excellence to everything we do. When you walk through our doors, you feel it. You hear the buzz, you see the focus and excitement. Anaplan has reinvented the foundation of enterprise modeling and planning so that companies can

Level 3 Support Analyst

Tokyo | Japan

Anaplan is looking for a LEVEL 3 SUPPORT ANALYST based in TOKYO. Originally founded in York where our core engineering team continue to be based, Anaplan has its Headquarters in the heart of San Francisco as well as offices in London and Paris and Support teams in Singapore, Minneapolis and Maidenhead. With massive yearly growth we are a truly global company with offices all over the world.

What you'll be doing:

  • Investigating performance issues raised via support tickets
  • Prioritising tickets within your own queue
  • Working with the Engineering, QA and Product teams to complete performance analysis where necessary
  • Raising bugs where appropriate
  • Communicating progress of issues/fixes back to the Support Agents, Customer Success and the customer
  • Guiding Support Agents, Customer Success or the customer through complex workarounds
  • Documenting investigations
  • On-Call rota participation - Level 3 Support provide emergency call out for urgent customer issues 24/7.
  • The on-call rota is shared between several team members so you can expect to be on call approx. 1 week in 6 and 1 weekend in 6. 

More about you:

  • Quick learner with a desire to understand complex systems and software behaviour.
  • Complex problem solving and analytical skills needed with a methodical approach.
  • Ability to work to tight deadlines under pressure.
  • Good documentation skills with ability to present technical information in a clear and understandable way.
  • Analysing and testing of Anaplan models and features, using in-house Splunk tooling.
  • Ability to discuss and present ideas to customers and work with them to understand their needs and business processes.
  • Work with business analysts and customers to deliver time/business critical improvements
  • Working cooperatively with development teams to improve the product and provide insights into the product performance.
  • Working with support teams and customers on product/system related performance issues.
  • Provide knowledge and advice to other teams and individuals in verbal and written forms.
  • Develop new processes and best practice, looking for improvements to existing tools and process.
  • Knowledge of programming, server architecture and networking is useful.

What we offer:

  • A rewarding, progressive career with a company that values diversity, flexibility and understands the need for a good work/life balance.
  • Market-leading salaries combined with generous bonuses, equity and a range of comprehensive benefits.
  • Regular agile meetups, events and hackathons (both attending and hosting!)
  • Flexible working, catered lunches, a fully stocked kitchen and plenty of parties & events
  • A range of sports, health and wellbeing initiatives
  • 3 days of paid leave every year to help support the charity or cause of your choice.
  • The chance to contribute and evolve a company with a valuation over $1.4 billion

Do you align with Anaplan’s Values?

Collaborative: We go out of our way to help others succeed

Explore all of our Values on Anaplan.com/careers

#AnaplanLOVE

About Anaplan

We’re building a truly unique technology. From our calculation engine and in-memory data store, to apps and predictive analytics; amazing technology is being developed every day.

We’re addressing a $100B/year problem that all global businesses face. Our mission is to break the traditional business planning mold, currently performed through spreadsheets or legacy systems. Anaplan’s Connected Planning platform is enabling customers to improve decision-making by turning response time into real time.

 With 900+ customers and 175+ partners globally, Anaplan’s platform is solving some of the most complex challenges in business. CEOs, analysts, and the press agree—Anaplan is changing the way the world does business.

 Learn about our history, see our recognitions and achievements, and take a look at what it’s like to work at Anaplan.

 Get to know more about working at Anaplan by checking out our social channels.

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