Technical Support Analyst French Speaker

Anaplan; Manchester; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading technology company in Manchester is seeking a Technical Support Analyst to empower premium customers. In this full-time role, you will be responsible for managing technical support cases, delivering high-quality support, and collaborating with product teams. The ideal candidate will be fluent in French and English, possess experience in a SaaS technical support role, and excel in a fast-paced environment. You'll have the opportunity to work in a dynamic team focused on innovative solutions and customer satisfaction.

Qualifications

• Proven experience in SaaS technical support solving complex issues.
• Experience using case management tools like Salesforce or ServiceNow.

Responsibilities

• Manage technical support cases for Premium customers ensuring timely resolution.
• Deliver exceptional support resolving technical and functional issues promptly.
• Anticipate and prevent potential issues to enhance customer satisfaction.

Skills

Fluent in French

Fluent in English

Customer-oriented mindset

Multitasking skills

Problem-solving skills

Education

SaaS technical support experience

Model Builder certification

Tools

Salesforce

ServiceNow

Grafana

JIRA

Job description

About Anaplan

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 whos who in the Fortune 50. Coca‑Cola LinkedIn Adobe LVMH and Bayer are just a few of the 2400 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, behave like leaders regardless of title, are committed to achieving ambitious goals and 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!

Role Overview

As a Technical Support Analyst you’ll play a key role in empowering our high‑value customers to maximize their investment in Anaplan’s platform. You’ll act as a trusted technical advisor providing proactive high‑touch support and ensuring exceptional customer experiences. This is a dynamic and collaborative role within a growing global team that thrives on innovation, problem‑solving and continuous improvement.

Responsibilities

• Own and manage technical support cases for Premium customers ensuring timely, high‑quality resolution.
• Deliver exceptional client support resolving technical and functional issues promptly.
• Anticipate and prevent potential issues to reduce downtime and enhance customer satisfaction.
• Deliver proactive guidance that helps customers get the most from Anaplan’s platform.

Knowledge & Collaboration

• Stay current with the latest Anaplan features and complete Model Building Levels 1 & 2 annually.
• Share knowledge and document best practices via Confluence and ServiceNow to strengthen team learning.
• Mentor and coach other support team members; assist L1/L2 support teams as needed.
• Partner closely with Customer Success and Product teams to deliver a seamless customer journey.

Your Qualifications

• Fluent in French and English (verbal and written).
• SaaS technical support role with proven experience solving complex issues.
• Strong communicator with a customer‑first mindset and ability to manage relationships at all levels.
• Skilled at multitasking and performing under pressure in a fast‑paced environment.
• Experienced in using Salesforce or ServiceNow for case management.
• Comfortable participating in on‑call rotations for weekend coverage.
• Self‑motivated, collaborative and driven by continuous learning.
• Willingness to work weekends on a rota basis.

Preferred Skills

• Hands‑on experience with Anaplan (Model Builder certification preferred).
• Familiarity with tools such as Grafana, Speakeasy, JIRA and ServiceNow.

Diversity, Equity, Inclusion & Belonging (DEIB)

We believe attracting and retaining the best talent and fostering an inclusive culture strengthens our business. Build your career in a place where diversity, equity, inclusion and belonging aren’t just words on paper. 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.

Fraud Recruitment Disclaimer

It has come to our attention that fraudulent and fictitious job opportunities are being circulated on the Internet. Prospective candidates are being contacted by certain individuals mainly through telephone calls, emails and correspondence claiming they are representatives of Anaplan. The main purpose of these correspondences and announcements is to obtain privileged information from individuals.

All emails from Anaplan would come from an @ email address. Should you have any doubts about the authenticity of an email letter or telephone communication purportedly from or on behalf of Anaplan, please send an email to before taking any further action.

Key Skills

Dhcp, SQL, Active Directory, VOIP, VMware, Customer Service, Windows, Trouble Shooting, Java, VPN, Sharepoint, hardware, DNS, Technical Support, Software Applications

Employment Details

Employment Type: Full‑Time

Experience: years

Vacancy: 1