Level 3 Support Analyst, York at Anaplan
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.
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.
The Level 3 Support Performance Analysis team investigate and diagnose complex modelling and performance problems reported by Anaplan customers as well as providing pre-go-live model analysis.
Issues can vary from formula structure causing downstream performance problems to network issues to identification of performance bugs within the product.
As a Level 3 Support Performance Analyst you will gain an in-depth knowledge of the product and analyse and test customer models and Anaplan features using tools like Splunk. You will also work closely with multiple teams including Engineering, QA, Product, Customer Success and Customer Support to ensure that the customer issue is resolved quickly and thoroughly and any product improvements are prioritised.
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
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.
SKILLS AND EXPERIENCE:
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.
JUST A FEW OF THE THINGS WE OFFER:
A rewarding, progressive career with a company that values diversity, flexibility and a good work/life balance.
Market-leading salaries combined with bonuses, equity and comprehensive benefits.
Flexi-working, catered lunches, a fully stocked kitchen and plenty of social events
3 days of paid leave every year to help support the charity or cause of your choice.
Trips to our other offices (San Francisco, Minneapolis and London).
The opportunity to help evolve a company already worth over $1billion and one of the top 25 global Cloud Tech companies! (Forbes, 2017)