Level 3 Support Analyst - AI Specialist
On-siteLondon, England, United Kingdom
Job Summary
Investigate and diagnose complex technical issues raised through support tickets, acting as an AI and Machine Learning subject matter expert. Build deep product knowledge across Anaplan's platform and tools, including Grafana, while raising and tracking product bugs identified during investigations. Collaborate with Engineering, Product, Operations, and Customer Success teams to guide customers through complex technical solutions and lead release reviews for new features. Document detailed investigations, share technical knowledge within the team, and mentor junior colleagues in both technical and professional skills. Provide 24/7 emergency support for critical customer issues through our on-call rota, working an adjusted schedule when needed to ensure global coverage.
Required Qualifications
- 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
- Work an adjusted schedule (for example, Tue-Sat or Sun-Thu) when needed to ensure global coverage
- Provide 24/7 emergency support for critical customer issues through our on-call rota
Desired Qualifications
- 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
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