Level III Support Analyst

Anaplan is looking for a tenacious Support Analyst to join Level 3 team based in York on a full time basis.
The Role
Level 3 Support investigate and diagnose complex problems reported by Anaplan customers. Any issues that require in-depth knowledge of the product, or an investigation into the logging or back-end of the system will be dealt with by Level 3. The range of issues are diverse, and can vary from front-end client or UI issues, to modelling or server problems, to platform or network performance.
As a L3 Support Analyst, you'll gain detailed product knowledge, work with large volumes of data and work with multiple teams including Engineering, Product, Operations, Customer Success and Customer Support to ensure that the customer issue is resolved quickly and thoroughly.
Level 3 exists to resolve challenges which means priorities change on a daily and even hourly basis. Therefore, your focus may need to be frequently shifted and you'll need to have a good understanding of what's important to the customer and internal teams.
What you will be doing:
Investigating complex issues raised by users
Communicating progress of issues/fixes to both technical and non technical users
Using your problem solving and creativity to derive solutions where needed for users
Guiding users through sophisticated solutions
Detailing investigations of new issues
Prioritising customer cases within your own queue
Raising bugs where appropriate
Onboarding new features and changes to the Support Teams
Skills that would be beneficial to the role:
Graduate or early in career analyst working with data analytics tools / Excel
Degree in Mathematics, Physics, Electronic Engineering or Computer Science. (Similar degree using large and complex data sets).
Quick learner with a desire to understand sophisticated systems and software behaviour
Genuine passion for problem solving and persistence when vital
Analytical skills with a methodical approach
Ability to work to time constraints within an exciting environment
Ability to switch focus as priorities change
Good communication skills with ability to convey technical information clearly
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