Level 3 Support Analyst - AI Specialist

Anaplan; Minneapolis (MN); On-site; USD 82,000 - 118,000; Full time

Benefits offered by this job

Commitment to diversity, equity, inclusion and belonging

Flexible schedule options

Job summary

Anaplan is seeking an AI Specialist to join its global Level 3 Support team in Minneapolis, Minnesota. In this role, you'll resolve complex technical issues, particularly regarding AI solutions, while collaborating closely with various internal teams.

The ideal candidate has 2-3 years of experience in troubleshooting LLM applications and data analysis, alongside a degree in a technical field. A commitment to customer success and strong communication skills are essential. The position offers a salary range of $82,000 to $118,000 USD.

Qualifications

• 2-3 years of experience in troubleshooting LLM and RAG applications.
• Experience with data analysis tools like Excel or Anaplan.
• Fluent English proficiency.

Responsibilities

• Investigate and diagnose complex technical issues.
• Collaborate with teams to guide customers through technical solutions.
• Provide 24/7 emergency support for critical issues.

Skills

Troubleshooting Large Language Model (LLM) applications

Data analysis

Excellent communication skills

Software development or quality assurance

Level 2 or Level 3 technical support

Education

Degree in Mathematics, Physics, Electronic Engineering, or Computer Science

Tools

Excel

Anaplan

Grafana

Job description

Your Impact

Join our global Level 3 Support team as our new AI Specialist. 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, with a focus on our AI solutions. 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)
• Act as an AI and Machine Learning (ML) subject matter expert
• 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
• Drive initiatives that improve quality and efficiency
• Lead by example in all your work
• Guide and mentor junior colleagues in both technical and professional skills
• Provide 24/7 emergency support for critical customer issues through our on-call rotation
• Work an adjusted schedule (for example, Tue-Sat or Sun-Thu) when needed to ensure global coverage

Your Qualifications

Early-career professional with at least 2-3 years of experience in:

• Troubleshooting Large Language Model (LLM) and Retrieval-Augmented Generation (RAG) applications
• Robust prompt and context engineering
• Data analysis (Excel, Anaplan, or similar tools)
• Software development or quality assurance
• Level 2 or Level 3 technical support

• 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 behavior
• Genuine passion for problem-solving and resilience in resolving challenging technical issues
• An 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
• Experience leading smaller team projects and mentoring colleagues
• Experience creating technical documentation and delivering training

Nice to Have

• Understanding of AI security threats and mitigation
• Expertise in AI/ML cloud services, e.g., Azure OpenAI, AWS Bedrock, or Google Cloud AI
• Knowledge of core ML concepts, e.g., anomaly detection
• 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
• Experience with Anaplan or similar planning products

Base Salary Range: $82,000—$118,000 USD

Our Commitment to Diversity, Equity, Inclusionand 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.