Support technician

Role Overview: As an L2 Support Analyst at Anaplan, your primary focus will be delivering top-notch support to all customers. You will play a crucial role in resolving complex and critical support issues, contributing significantly to the success and satisfaction of Anaplan's customers. Your problem-solving skills, empathy, and ability to thrive in a fast-paced environment will be key to excelling in this role. Key Responsibilities: - Customer Collaboration: Engage with customers through the case portal, conduct live troubleshooting sessions via calls and screen sharing to efficiently gather information, and resolve issues in real-time. - Mentorship and Training: Provide training and mentorship to L1 Support analysts to enhance their product knowledge and troubleshooting skills. - Cross-functional Collaboration: Work closely with L3 Support, Engineering, and Product Management teams to address complex issues that require deeper investigation or architectural guidance. Qualifications Required: 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. - Proficiency in English. - Ability to manage and prioritize multiple high-priority issues in a fast-paced, high-pressure environment. - Experience supporting enterprise-level customers where the software is business-critical. - Self-motivated individual with a proactive approach, a passion for learning, and a commitment to helping customers achieve their desired outcomes. Desirable Skills: - Anaplan Model Builder Certification (Level 1, 2, or 3). - Familiarity with systems such as Service Now, Salesforce, Grafana, and Jira. (Note: Additional company details were not provided in the job description.) Role Overview: As an L2 Support Analyst at Anaplan, your primary focus will be delivering top-notch support to all customers. You will play a crucial role in resolving complex and critical support issues, contributing significantly to the success and satisfaction of Anaplan's customers. Your problem-solving skills, empathy, and ability to thrive in a fast-paced environment will be key to excelling in this role. Key Responsibilities: - Customer Collaboration: Engage with customers through the case portal, conduct live troubleshooting sessions via calls and screen sharing to efficiently gather information, and resolve issues in real-time. - Mentorship and Training: Provide training and mentorship to L1 Support analysts to enhance their product knowledge and troubleshooting skills. - Cross-functional Collaboration: Work closely with L3 Support, Engineering, and Product Management teams to address complex issues that require deeper investigation or architectural guidance. Qualifications Required: 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. - Proficiency in English. - Ability to manage and prioritize multiple high-priority issues in a fast-paced, high-pressure environment. - Experience supporting enterprise-level customers where the software is business-critical. - Self-motivated individual with a proactive approach, a passion for learning, and a commitment to helping customers achieve their desired outcomes. Desirable Skills: - Anaplan Model Builder Certification (Level 1, 2, or 3). - Familiarity with systems such as Service Now, Salesforce, Grafana, and Jira. (Note: Additional company details were not provided in the job description.)