Support Analyst II – Level 3 Technical Support

About the role

Join Anaplan’s global Level 3 Support team in Gurugram and resolve the most complex technical issues faced by Fortune‑50 customers. You will combine deep product knowledge with exceptional customer service while collaborating closely with Engineering, Product, Operations, and Customer Success teams.

Key responsibilities

• Investigate and diagnose complex technical issues raised through support tickets.
• Build deep product knowledge across Anaplan’s platform and tools, including Grafana.
• Collaborate with cross‑functional teams to guide customers through technical solutions.
• Raise and track product bugs, lead release reviews, and onboard new product features for global support.
• Document investigations, share technical knowledge, and mentor junior colleagues.
• Provide 24/7 emergency support on an on‑call rota and work adjusted schedules for global coverage.

Required profile

• Early‑career professional with 2–3 years of experience in data analysis, software development or quality assurance, and Level 2/3 technical support.
• Degree in Mathematics, Physics, Electronic Engineering, Computer Science, or a related technical discipline.
• Fluent or professional proficiency in English and a strong analytical, detail‑oriented mindset.
• Proven ability to communicate technical information clearly and mentor junior team members.

Required skills

• Excel
• Anaplan
• Grafana (or willingness to learn)
• Data analysis
• Software development
• Quality assurance
• Technical support (Level 2/3)
• Monitoring tools