Japanese-Speaking L2 Support Analyst for Enterprise SaaS

Anaplan Inc

Manila

On-site

PHP 500,000 - 800,000

Full time

2 days ago

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Job summary

Anaplan Inc is seeking an L2 Support Analyst in Manila to deliver first-class support to enterprise customers of our AI-infused planning platform. You will resolve complex issues, log and track cases, and mentor junior team members in a fast-paced environment.

Ideal candidates have 2+ years in technical support for a B2B SaaS, bilingual Japanese-English, and experience with case management tools like ServiceNow, Salesforce, Grafana, or Jira. Join a winning culture focused on customer success.

Qualifications

2+ years of proven experience in a Technical Support or Product Support role for a B2B SaaS company.
Fluent in Japanese and English is critical.
Experience supporting high-value, enterprise-level customers where software is business-critical.

Responsibilities

Take ownership and full accountability of L2 cases, prioritizing based on urgency and customer impact.
Research and investigate multifaceted issues related to the Anaplan platform and its integration technologies.
Communicate with customers through case portal and via live troubleshooting sessions when needed.
Create and maintain internal knowledge base articles and documentation.
Assist L1 Support analysts with training and mentoring to enhance product knowledge.
Collaborate with L3 Support, Engineering, and Product Management on complex issues.