Global 24/7 Technical Support Analyst I

Anaplan; Sydney; On-site; AUD 90,000 - 130,000; Full time

Job summary

Anaplan in Sydney is hiring for a Level 3 Support engineer to resolve complex technical issues and collaborate with Engineering, Product, Operations, and Customer Success teams. You will develop deep platform knowledge and lead critical support activities.

Ideal candidates have 2–4 years in technical support, strong English communication, and a passion for solving challenging software problems in a fast-paced environment.

Qualifications

• 2–4 years in a professional technical support role.
• Degree in Mathematics, Physics, Electronic Engineering, Computer Science or related data-heavy field.
• Fluent or professional proficiency in English.
• Curiosity for understanding complex systems and software behavior.

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 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 to ensure global coverage.

Skills

English proficiency

Analytical mindset

Problem-solving

Communication skills

Education

Mathematics / Physics / Engineering / CS degree

Tools

Grafana

Job description

Anaplan in Sydney is hiring for a Level 3 Support engineer to resolve complex technical issues and collaborate with Engineering, Product, Operations, and Customer Success teams. You will develop deep platform knowledge and lead critical support activities.

Ideal candidates have 2–4 years in technical support, strong English communication, and a passion for solving challenging software problems in a fast-paced environment.