Associate Support Analyst - Level 3 Support

Anaplan; Sydney; On-site; AUD 70,000 - 100,000; Full time

Job summary

Anaplan is seeking a graduate or early-career professional for our global Level 3 Support team in Sydney. You’ll resolve complex technical issues, combining deep product knowledge with strong customer focus, and collaborate with Engineering, Product, Operations and Customer Success to troubleshoot and resolve system-level challenges.

You’ll diagnose issues, document investigations, and contribute to on-call coverage while gaining exposure to Grafana, data analysis, and large datasets within a

Qualifications

• Graduate or early-career professional with data-analysis experience (Excel or similar).
• Clear English communication and strong analytical thinking.
• Able to diagnose complex technical issues and learn quickly.

Responsibilities

• Resolve complex technical issues from support tickets with system-level focus.
• Build product knowledge across Anaplan’s platform and tools (Grafana mentioned).
• Collaborate with Engineering, Product, Operations and Customer Success teams.
• Raise and track product bugs when identified; document investigations.
• Communicate progress clearly to internal teams and stakeholders.
• Lead release reviews and onboard new features to global support teams.
• Provide 24/7 on-call emergency support for critical issues.
• Adapt work schedule to ensure global coverage (Tue-Sat or Sun-Thu).

Skills

Data analysis

Excel

English proficiency

Analytical mindset

Effective communication

Education

Mathematics/Physics/Engineering/CS degree

Job description

At Anaplan, we are a team of innovators focused on optimizing business decision-making through our leading AI-infused scenario planning and analysis platform so our customers can outpace their competition and the market.

What unites Anaplanners across teams and geographies is our collective commitment to our customers’ success and to our Winning Culture.

Our customers rank among the who’s who in the Fortune 50. Coca-Cola, LinkedIn, Adobe, LVMH and Bayer are just a few of the 2,400+ global companies who rely on our best-in-class platform.

Our Winning Culture is the engine that drives our teams of innovators. We champion diversity of thought and ideas, we behave like leaders regardless of title, we are committed to achieving ambitious goals, and we love celebratingour wins – big and small.

Supported by operating principles of being strategy-led, values-based and disciplined in execution, you’ll be inspired, connected, developed and rewarded here. Everything that makes you unique is welcome; join us and let’s build what’s next - together!

At Anaplan, we are a team of innovators focused on optimizing business decision-making through our leading AI-infused scenario planning and analysis platform so our customers can outpace their competition and the market.

What unites Anaplanners across teams and geographies is our collective commitment to our customers’ success and to our Winning Culture.

Our customers rank among the who’s who in the Fortune 50. Coca-Cola, LinkedIn, Adobe, LVMH and Bayer are just a few of the 2,400+ global companies who rely on our best-in-class platform.

Our Winning Culture is the engine that drives our teams of innovators. We champion diversity of thought and ideas, we behave like leaders regardless of title, we are committed to achieving ambitious goals, and we love celebratingour wins – big and small.

Supported by operating principles of being strategy-led, values-based and disciplined in execution, you’ll be inspired, connected, developed and rewarded here. Everything that makes you unique is welcome; join us and let’s build what’s next - together!

Your impact

Join our global Level 3 Support team. 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.

In this role, you’ll:

• Investigate and diagnose complex technical issues raised through support tickets
• Build deep product knowledge across Anaplan’s platform and tools (including Grafana)
• 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
• Provide 24/7 emergency support for critical customer issues through our on‑call rota
• Work an adjusted schedule (for example, Tue‑Sat or Sun‑Thu) when needed to ensure global coverage
• Graduate or early‑career professional with experience in data analysis (Excel or similar tools)
• 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

Preferred:

• Familiarity with technical support environments, SaaS platforms, or complex data systems
• Experience working with monitoring tools such as Grafana (or willingness to learn)
• Adaptability to shifting priorities and managing multiple concurrent issues
• A team player comfortable working cross‑functionally across global teams
• Enthusiasm for customer success and delivering high‑quality solutions

Our Commitment to Diversity, Equity, Inclusionand Belonging (DEIB)

We believe attracting and retaining the best talent and fostering an inclusive culture strengthens our business. DEIB improves our workforce, enhances trust with our partners and customers, and drives business success. Build your career in a place where diversity, equity, inclusion and belonging aren’t just words on paper – this is what drives our innovation, it’s how we connect, and it contributes to what makes us a market leader. We believe in a hiring and working environment where all people are respected and valued, regardless of gender identity or expression, sexual orientation, religion, ethnicity, age, neurodiversity, disability status, citizenship, or any other aspect which makes people unique. We hire you for who you are, and we want you to bring your authentic self to work every day!

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive equitable benefits and all privileges of employment. Please contact us to request accommodation.