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Level 3 Support Analyst - AI Specialist

12 hours, 57 minutes ago
United Kingdom
Full-time
Junior
AI (Artificial Intelligence)
Artificial Intelligence and Machine Learning
Grafana LLM Machine Learning
Apply Now
Anaplan

Anaplan

Anaplan provides a connected planning platform for finance, supply chain, and sales strategies, enabling large organizations to make informed plans, drive effective decision-making, and transform planning processes.

Internet Software & Services
1K-5K
Founded 2006
View All Jobs 28

Description

  • Investigate and diagnose complex technical issues raised through support tickets.
  • Resolve system-level customer problems with a focus on AI solutions.
  • Build deep product knowledge across Anaplan’s platform and tools, including Grafana.
  • Act as a subject matter expert in AI and machine learning.
  • Collaborate with Engineering, Product, Operations, and Customer Success to troubleshoot and resolve issues.
  • Raise and track product bugs when issues are identified.
  • 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 quality and efficiency improvement initiatives.
  • Guide and mentor junior colleagues in technical and professional development.
  • Provide 24/7 emergency support through the on-call rota and work adjusted schedules when needed for global coverage.

Requirements

  • Early-career professional with proven commercial experience in troubleshooting LLM and RAG applications.
  • Experience with prompt and context engineering.
  • Experience with data analysis using Excel, Anaplan, or similar tools.
  • Background in software development, quality assurance, or Level 2/Level 3 technical support.
  • Degree in Mathematics, Physics, Electronic Engineering, Computer Science, or another technical discipline involving large datasets.
  • Fluent or professional proficiency in English.
  • Quick learner with curiosity for understanding complex systems and software behavior.
  • Analytical, methodical, and detail-oriented approach.
  • Ability to thrive under time constraints in a fast-paced, dynamic environment.
  • Excellent communication skills for explaining technical information clearly.
  • Experience leading smaller team projects and mentoring colleagues.
  • Experience creating technical documentation and delivering training.
  • Understanding of AI security threats and mitigation (preferred).
  • Experience with AI/ML cloud services such as Azure OpenAI, AWS Bedrock, or Google Cloud AI (preferred).
  • Knowledge of core ML concepts such as anomaly detection (preferred).
  • Familiarity with technical support environments, SaaS platforms, or complex data systems (preferred).
  • Experience with monitoring tools such as Grafana, or willingness to learn (preferred).
  • Adaptability to shifting priorities and managing multiple concurrent issues (preferred).
  • Experience with Anaplan or similar planning products (preferred).

Benefits

  • 24/7 emergency support coverage through an on-call rota.
  • Adjusted work schedules for global coverage when needed.
  • Work within a globally distributed team supporting major enterprise customers.
  • Inclusive workplace committed to diversity, equity, inclusion, and belonging.
  • Reasonable accommodations for candidates and employees with disabilities.

Interested in this position?

Apply directly on the company website

Apply Now

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