Technical Support Analyst, Anaplan

• 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

Desirable

• 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
• 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
• 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