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Level 3 Support Analyst - AI Specialist
Full-time
Join Anaplan’s global Level 3 Support team to resolve the most complex technical issues customers face, combining deep technical expertise with exceptional support. You will act as an AI and Machine Learning subject matter expert, working with Engineering, Product, Operations, and Customer Success.
Your Impact
Investigate and diagnose complex technical issues raised through support tickets.
Act as an AI and Machine Learning subject matter expert and build deep product knowledge (including Grafana).
Raise and track product bugs and communicate investigation outcomes clearly to internal teams.
Lead release reviews and onboard new product features to global support teams.
Guide and mentor junior colleagues and provide 24/7 emergency support through an on-call rota.
Your Qualifications
Proven commercial experience troubleshooting LLM and RAG applications and robust prompt and context engineering.
Data analysis (Excel, Anaplan or similar), plus software development, QA, or Level 2/3 technical support experience.
A degree in Mathematics, Physics, Electronic Engineering, Computer Science, or other technical disciplines.
Fluent or professional English and an analytical, methodical approach.
Preferred Skills
Understanding of AI security threats, core ML concepts (e.g., anomaly detection), and AI/ML cloud services (Azure OpenAI, AWS Bedrock, Google Cloud AI).
Experience with monitoring tools such as Grafana and SaaS support environments.
