Strategic Support Analyst – L2 (Bilingual Japanese/English)

About the role

As an L2 Support Analyst at Anaplan, you will deliver first‑class support to enterprise customers, resolving complex, business‑critical issues on the AI‑infused scenario‑planning platform. The role requires strong problem‑solving abilities, empathy, and the capacity to thrive in a fast‑paced environment.

Key responsibilities

• Take ownership of L2 cases, prioritize based on urgency and impact, and communicate empathetically with customers throughout resolution.
• Investigate multifaceted technical issues by analyzing logs, replicating problems in test environments, and collaborating with engineering on bug fixes.
• Engage with customers via the case portal, live calls, and screen‑sharing sessions to gather information and resolve issues in real time.
• Create and maintain internal knowledge‑base articles and documentation for both customers and internal teams.
• Mentor L1 analysts, providing training to improve product knowledge and troubleshooting skills.
• Collaborate with L3 Support, Engineering, and Product Management on complex cases requiring deeper investigation or architectural guidance.

Required profile

• 2+ years of experience in technical or product support for a B2B SaaS company, handling complex issues.
• Fluent in Japanese and English.
• Proven ability to manage multiple high‑priority issues in a fast‑paced, high‑pressure environment.
• Experience supporting high‑value, enterprise‑level customers where the software is business‑critical.
• Self‑motivated, proactive, with a passion for learning and helping customers achieve outcomes.

Required skills

• ServiceNow
• Salesforce
• Grafana
• Jira