Level 3 Support Analyst at Anaplan
Singapore City, SG
Anaplan is a financial, sales and operational cloud-based planning system. One model can contain billions of cells of data that can be updated in real-time by thousands of users.
Level 3 Support investigate and diagnose complex problems reported by Anaplan customers. Any issues that require in-depth knowledge of the product or a deep dive in to the logging or back-end of the system will be escalated to the Level 3 Support team.
The range of issues that are escalated is diverse and can vary from front-end client or UI issues to modelling or server problems to platform or network performance. As a Level 3 Support Analyst you will gain an in-depth knowledge of the product from end-to-end, work with large volumes of data using tools like Splunk and work closely with multiple teams including Engineering, Product, Operations, Customer Success and Customer Support to ensure that the customer issue is resolved quickly and thoroughly.
Level 3 can feel slightly chaotic as priorities change on a daily and sometimes hourly basis, meaning that your focus may need to be frequently shifted between investigations. We are the intermediary between the customer and Anaplan internally; when we resolve issues we need to consider the best interests of the customer and also those of Engineering and Product, consequently you need to have a good understanding of both the priorities of the customer and also the internal teams.
Investigating issues raised via support tickets
Prioritising tickets within your own queue
Working with the Engineering, Operations and Product teams to resolve issues where necessary
Raising bugs where appropriate
Communicating progress of issues/fixes back to the Support Agents
Guiding Support Agents, Customer Success or the customer through complex workarounds
Documenting investigations of new issues
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 approximately 1 week in 6 and 1 weekend in 6.
SKILLS AND EXPERIENCE:
A quick learner with a desire to understand complex systems and software behaviour.
Genuine enthusiasm for problem solving and persistence when necessary.
Complex problem solving and analytical skills needed with a methodical approach.
Ability to work to tight deadlines under pressure within a moderately chaotic environment.
Ability to switch focus quickly as priorities change.
Analysing and testing of Anaplan models and server logging using in-house Splunk tooling.
Working with support teams and customers to gather the right information to resolve issues and communicate back resolutions and workarounds.
Good communication skills with ability to present technical information in a clear and understandable way.
Knowledge of programming, server architecture, networking and basic computing concepts such as resource contention, garbage collection and browser caching is highly desirable.