L2 Support Analyst

As an L2 Support Analyst at our company, your main focus will be to provide top-notch support to Anaplan customers. You will play a crucial role in resolving complex and critical support issues, contributing significantly to the success and journey of our customers with Anaplan. Your problem-solving skills, empathy, and ability to thrive in a fast-paced environment will be key to excelling in this role. Key Responsibilities: - Case Ownership and Resolution: Take charge of L2 cases, prioritize based on urgency and customer impact, investigate, troubleshoot, and resolve complex issues with clear and empathetic communication. - In-depth Technical Investigation: Research and investigate multifaceted issues related to the Anaplan platform and its integration technologies, including analyzing logs, replicating issues, and collaborating with engineering. - Customer Collaboration: Interact with customers through the case portal, conduct live troubleshooting sessions via calls and screen sharing when necessary for real-time issue resolution. - Knowledge Management: Develop and maintain internal knowledge base articles and documentation to support customers and internal teams. - Mentorship and Training: Support L1 Support analysts through training and mentoring to enhance their product knowledge and troubleshooting skills. - Cross-functional Collaboration: Work effectively with L3 Support, Engineering, and Product Management on complex issues requiring deeper investigation or architectural guidance. Qualifications and Skills: Must-Haves: - 2+ years of experience in a Technical Support or Product Support role within a B2B SaaS company. - Degree in a technical field like Information Technology, Engineering, Business Analytics, or equivalent practical experience. - Proficient in English with the ability to manage multiple high-priority issues in a fast-paced environment. - Experience supporting enterprise-level customers where software is business-critical. - Self-motivated individual passionate about learning and helping customers achieve their desired outcomes. Desirable Skills: - Anaplan Model Builder Certification (Level 1, 2, or 3). - Familiarity with systems like Service Now, Salesforce, Grafana, and Jira. Please note: Any additional details about the company were not included in the provided job description. As an L2 Support Analyst at our company, your main focus will be to provide top-notch support to Anaplan customers. You will play a crucial role in resolving complex and critical support issues, contributing significantly to the success and journey of our customers with Anaplan. Your problem-solving skills, empathy, and ability to thrive in a fast-paced environment will be key to excelling in this role. Key Responsibilities: - Case Ownership and Resolution: Take charge of L2 cases, prioritize based on urgency and customer impact, investigate, troubleshoot, and resolve complex issues with clear and empathetic communication. - In-depth Technical Investigation: Research and investigate multifaceted issues related to the Anaplan platform and its integration technologies, including analyzing logs, replicating issues, and collaborating with engineering. - Customer Collaboration: Interact with customers through the case portal, conduct live troubleshooting sessions via calls and screen sharing when necessary for real-time issue resolution. - Knowledge Management: Develop and maintain internal knowledge base articles and documentation to support customers and internal teams. - Mentorship and Training: Support L1 Support analysts through training and mentoring to enhance their product knowledge and troubleshooting skills. - Cross-functional Collaboration: Work effectively with L3 Support, Engineering, and Product Management on complex issues requiring deeper investigation or architectural guidance. Qualifications and Skills: Must-Haves: - 2+ years of experience in a Technical Support or Product Support role within a B2B SaaS company. - Degree in a technical field like Information Technology, Engineering, Business Analytics, or equivalent practical experience. - Proficient in English with the ability to manage multiple high-priority issues in a fast-paced environment. - Experience supporting enterprise-level customers where software is business-critical. - Self-motivated individual passionate about learning and helping customers achieve their desired outcomes. Desirable Skills: - Anaplan Model Builder Certification (Level 1, 2, or 3). - Familiarity with systems like Service Now, Salesforce, Grafana, and Jira. Please note: Any additional details about the company were not included in the provided job description.