Level 3 Support Analyst - AI Specialist
On-site · York, England, United Kingdom
Job Summary
Level 3 Support Analyst at Anaplan resolving complex AI-related technical issues, building deep product knowledge across the platform (including Grafana), and acting as an AI/ML subject matter expert. Responsibilities include guiding customers through intricate technical solutions, raising product bugs, leading release reviews, onboarding new features to global support teams, documenting investigations, driving quality and efficiency initiatives, mentoring junior colleagues, and providing 24/7 emergency support with an adjusted schedule to ensure global coverage. Must troubleshoot LLM/RAG applications, perform robust prompt/context engineering, analyze data, and communicate results clearly. Strong written and verbal English, experience leading small projects, and familiarity with monitoring tools and SaaS/cloud environments are expected. The role requires a technical degree and may involve cross-functional collaboration and fast-paced problem solving.
Required Qualifications
- Degree in Mathematics, Physics, Electronic Engineering, Computer Science, or related technical discipline
- Proven experience in Level 2 or Level 3 technical support
- Experience troubleshooting Large Language Model (LLM) and Retrieval-Augmented Generation (RAG) applications
- Robust prompt and context engineering
- Data analysis (Excel, Anaplan or similar tools)
- Fluent English and strong communication skills
- Ability to mentor junior colleagues and lead small projects
- Experience creating technical documentation and training materials
- Preferred: AI security threats and mitigation, AI/ML cloud services (Azure OpenAI, AWS Bedrock, Google Cloud AI)
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