Support Analyst I - Level 3 Support

658814; Sydney; On-site; AUD 90,000 - 120,000; Full time

Benefits offered by this job

On-call rotation

Flexible scheduling

Health coverage

ESPP

Retirement plan

Wellness budget

Tuition reimbursement

Family-forming benefits

Annual leave

Job summary

Anaplan is seeking a hands-on Technical Support Analyst to provide 1st and 2nd line IT support for employees and vendors at our Sydney site. You will troubleshoot hardware, software, SaaS applications, and onboarding/offboarding processes, delivering timely support across devices and services.

Working with Engineering, Product, Operations and Customer Success, you will resolve complex issues, document investigations, and share knowledge.

Qualifications

• Hands-on IT support experience across hardware, software and SaaS applications.
• Strong communication skills and customer-focused mindset.
• Ability to document issues and resolutions clearly for internal teams.

Responsibilities

• Provide 1st and 2nd level IT support for incidents and requests via phone, email, remote, and in-person interactions.
• Troubleshoot hardware, software, SaaS apps, devices, and access-related issues within SLAs.
• Log, prioritise, manage and track incidents to resolution; communicate progress to users.
• Support audiovisual and meeting room tech (Teams Rooms, displays, cameras, audio).
• Manage user onboarding/offboarding including account provisioning and equipment setup.
• Coordinate with internal IT and external vendors to investigate and resolve issues.
• Document incidents and resolutions; contribute to knowledge base.
• Support hardware/software deployments aligned with business requirements.
• Monitor recurring issues and contribute to service improvements.
• Mentor junior Service Desk staff and promote a customer-focused environment.
• Follow IT policies and quality standards for reliable service delivery.

Skills

Technical support

English proficiency

Analytical mindset

Communication skills

Team collaboration

Education

Degree in Mathematics, Physics, Electronic Engineering, Computer Science, or related technical field

Tools

Grafana

Remote support tools

Job description

Showing 3001 Support Analyst I Level 3 Support jobs in Sydney

What unites Anaplanners

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 celebrating our 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
• At least 2‑4 years of professional experience in technical support background
• 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 behaviour
• Genuine passion for problem‑solving and resilience in resolving challenging technical issues
• 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, Inclusion and 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.

About the role

The Technical Support Analyst is a hands‑on, customer‑focused role responsible for providing high‑quality 1st and 2nd level IT support to employees and vendors across the organisation. Acting as the first point of contact for IT requests and incidents, you’ll deliver timely support across hardware, software, SaaS applications, and end‑user devices, helping ensure a seamless technology experience for our people.

Working as part of the Service Desk team, you’ll provide support through face‑to‑face interactions, phone, remote assistance, and ticket‑based requests, resolving issues in line with agreed service levels. You’ll play a key role in troubleshooting technical problems, managing user requests, maintaining IT equipment, and escalating complex issues when required.

This is a highly visible role that requires strong customer service skills, a proactive approach to problem‑solving, and a passion for helping people get the most from technology. As an in‑person support role, a minimum of three days per week onsite attendance is required, with additional days rostered as needed to ensure appropriate team coverage and support for business operations.

Key responsibilities:

• Provide 1st and 2nd level support for IT incidents and service requests via phone, email, remote support, and face‑to‑face interactions.
• Troubleshoot and resolve hardware, software, SaaS application, device, and access‑related issues in line with agreed service levels.
• Log, prioritise, manage, and track incidents and requests through to resolution, ensuring clear communication and regular updates to users.
• Support audio‑visual and meeting room technologies, including Microsoft Teams Rooms, displays, cameras, microphones, and conferencing equipment.
• Manage user onboarding and offboarding activities, including account provisioning, access management, and equipment setup.
• Coordinate with internal IT teams and external vendors to investigate, escalate, and resolve technical issues efficiently.
• Maintain accurate documentation of incidents, resolutions, procedures, and support activities while contributing to knowledge base improvements.
• Support hardware and software deployments, ensuring solutions are operational, supported, and aligned with business requirements.
• Monitor recurring issues, identify trends, and contribute to service improvement initiatives that enhance the user experience.
• Assist with service reporting, process improvement activities, and ad‑hoc projects that support broader IT and business objectives.
• Mentor junior Service Desk team members and contribute to a collaborative, customer‑focused support environment.
• Follow established IT policies, procedures, and quality standards to ensure reliable and consistent service delivery.

Location and Compensation

Solar System: Sydney, Australia – On-site

Benefits

• 24/7 emergency support shift inclusion with on‑call rota participation
• Adjusted schedule flexibility for global coverage
• Comprehensive benefits include health coverage, Employee Assistance Program (EAP) with free mental health support, life and disability insurance, Employee Stock Purchase Program (ESPP), retirement/pension plan, wellness dollars, tuition reimbursement, family‑forming benefits and more
• Annual leave allowance, flexible working arrangements, and other perks as detailed by the employer

Eligibility and Security

NV1 security clearance is mandatory for this role.

Our Commitment to Diversity and Inclusion

We welcome applications from people of all backgrounds, including but not limited to Aboriginal and/or Torres Strait Islander people, people from any age or gender, people from culturally and linguistically diverse groups, people with disability, neurodiverse people, veterans, refugees, and members of the LGBTQIA+ community. If you need adjustments to the recruitment/interview process, please let us know.

All applicants are encouraged to submit a resume and cover letter that outlines how they meet the role requirements. Candidates must declare any investigations they have been subject to as an employee or concerned parties. All candidates are considered under equal opportunity laws.