Level 3 Support Analyst - AI Specialist

About the role

Join our global Level 3 Support team as our new AI Specialist. You'll resolve the most complex technical issues our customers face, combining deep technical expertise with exceptional customer support. You'll work closely with Engineering, Product, Operations, and Customer Success teams to troubleshoot, investigate, and resolve system-level challenges, with a focus on our AI solutions.

Responsibilities

• Investigate and diagnose complex technical issues raised through support tickets
• Build deep product knowledge across Anaplan’s platform and tools (including Grafana)
• Act as an AI and Machine Learning (ML) subject matter expert
• Collaborate with other teams to guide customers through complex technical solutions
• Raise and track product bugs when you identify them
• Communicate investigation progress and outcomes clearly to internal teams
• Lead release reviews and onboard new product features to global support teams
• Document detailed investigations and share technical knowledge within the team
• Drive initiatives that improve quality and efficiency
• Lead by example in all your work
• Guide and mentor junior colleagues in both technical and professional skills
• Provide 24/7 emergency support for critical customer issues through our on-call rotation
• Work an adjusted schedule (for example, Tue-Sat or Sun-Thu) when needed to ensure global coverage

Requirements

• Early-career professional with at least 2-3 years of experience in:
• Troubleshooting Large Language Model (LLM) and Retrieval-Augmented Generation (RAG) applications
• Robust prompt and context engineering
• Data analysis (Excel, Anaplan, or similar tools)
• Software development or quality assurance

Qualifications

• Level 2 or Level 3 technical support
• A degree in Mathematics, Physics, Electronic Engineering, Computer Science, or other technical disciplines involving large datasets
• Fluent or professional proficiency in English
• A quick learner with a curiosity for understanding complex systems and software behavior
• Genuine passion for problem-solving and resilience in resolving challenging technical issues
• An analytical mindset with a methodical and detail-oriented approach
• Able to thrive under time constraints in a fast-paced, dynamic environment
• Excellent communication skills to convey technical information clearly
• Experience leading smaller team projects and mentoring colleagues
• Experience creating technical documentation and delivering training
• Nice to have:
• Understanding of AI security threats and mitigation
• Expertise in AI/ML cloud services, e.g., Azure OpenAI, AWS Bedrock, or Google Cloud AI
• Knowledge of core ML concepts, e.g., anomaly detection
• Familiarity with technical support environments, SaaS platforms, or complex data systems
• Experience working with monitoring tools such as Grafana (or willingness to learn)

Skills

• Understanding of AI security threats and mitigation
• Expertise in AI/ML cloud services, e.g., Azure OpenAI, AWS Bedrock, or Google Cloud AI
• Knowledge of core ML concepts, e.g., anomaly detection
• Familiarity with technical support environments, SaaS platforms, or complex data systems
• Experience working with monitoring tools such as Grafana (or willingness to learn)

Benefits

Our commitment to diversity, equity, inclusion and belonging (DEIB) means that we hire you for who you are, and we want you to bring your authentic self to work every day!

Pay

Base Salary Range: $82,000 USD - $118,000 USD

Schedule

Work an adjusted schedule (for example, Tue-Sat or Sun-Thu) when needed to ensure global coverage