Technical Support Analyst - French Speaker

Anaplan; United Kingdom; Remote; GBP 40,000 - 60,000; Full time

Job summary

A leading AI-infused planning company in the United Kingdom is seeking a Technical Support Analyst to empower high-value customers. The ideal candidate will be fluent in French and English, possess SaaS technical support experience, and excel in customer relations. This role involves managing technical support cases and delivering exceptional client support as part of a dynamic global team.

Qualifications

• Proven experience solving complex issues in SaaS technical support.
• Ability to manage relationships at all levels.
• Comfortable working on-call during weekends.

Responsibilities

• Manage technical support cases for Premium customers.
• Deliver exceptional client support and resolve issues promptly.
• Anticipate and prevent potential issues to enhance satisfaction.

Skills

Fluent in French

Fluent in English

SaaS technical support experience

Strong communication skills

Multitasking abilities

Customer-first mindset

Tools

Salesforce

ServiceNow

Grafana

JIRA

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 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!

At Anaplan, we help the world’s leading organizations make faster, smarter decisions through connected planning. 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.

Your impact

Technical Support

• 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.

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.