Manager, Level 3 Support

Here at Anaplan, we have reinvented how companies see, plan, and run their businesses. Our platform allows our customers to uncover new insights, connect their strategy to their plans, and work in ways they had not previously thought possible. We're growing fast, constantly innovating, and couldn't be prouder to help our customers move forward with confidence in a sophisticated and changing world.

We are looking for forward-thinking people who bend over backward to put customers first. Individuals who thrive on challenge and are ready to grasp the opportunity of a lifetime. Because we fundamentally believe every colleague brings unique value to our whole. We are a workplace where each person feels seen, heard, and valued, and can contribute their unique talent to our collective effort. We believe that for ourselves and for our customers.

The Level 3 Support Team are looking for an enthusiastic, hard-working individual for a Manager position based within the Asia-Pacific region.

The team investigates and diagnose complex problems reported by Anaplan customers. Any issues that require in-depth knowledge of the product or a deep dive into the back-end of the system will be raised to team.

Our platform and customers are diverse; therefore, you will be eager and able to learn at a fast pace. You should be able to manage multiple issues simultaneously whilst preserving the high standards Anaplan expects.

We are a global company with Headquarters in San Francisco and Support teams based in London, York, Singapore, Tokyo, Minneapolis and San Francisco. You will have the opportunity to work with all of these teams, as well as collaborate closely with multiple teams outside of support including Engineering, Product, Operations and Customer Success.

**Leadership requirements include**:

- Mentoring and managing L3 analysts within your region
- Working with APAC and Customer Care leadership on strategy and insights
- Collaborating with the Engineering, Operations and Product teams
- Communicating high level status of issues/fixes to the customer
- Building cohesion across the teams within the APAC region to deliver an exceptional customer experience
- Defining new SOPs and efficiencies within the L3 team as well as driving improvements within the wider teams.
- Triaging and prioritising cases

**Skills**:

- Strong analytical skills, either through a degree or previous employment
- Previous experience in a leadership/mentoring role
- Experience working with global teams in a fast-paced environment
- Fluent in English

**Desirable Knowledge**:

- Experience with Anaplan (or similar) products
- Knowledge of Splunk
- Knowledge of programming, server architecture, networking and basic computing concepts such as resource contention, garbage collection and browser caching
- Japanese verbal and written skills

**Personal Skills and Knowledge**:

- Quick learner with a desire to understand complex systems and software behaviour
- Ability to quickly adapt to altering priorities
- Genuine enthusiasm for problem solving and persistence when necessary
- Ability to work to tight deadlines under pressure within a chaotic environment
- Ability to assess and prioritise according to customer and internal demands
- Works efficiently with worldwide teams and customers
- Good communication skills with ability to present technical information in a clear and comprehensive way to a variety of audiences

**Our Commitment to Diversity and Inclusion**

Build your job in a place that thrives on diversity, inclusion, and belonging. We believe in maintaining a hiring and working experience in which 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 true self to work every day

**COVID-19**

Protecting the health and safety of our communities, including our employees and of those considering a career at Anaplan, is our highest priority. We continue to closely monitor the evolving situation and we appreciate your understanding and flexibility with any related changes to our interviewing process.