Technical Support Analyst - French speaker

About the role

As a Technical Support Analyst at Anaplan, you will be the trusted technical advisor for premium customers, helping them maximise the value of Anaplan’s AI‑infused scenario planning platform. The role combines proactive problem solving, knowledge sharing and close collaboration with product and customer‑success teams.

Key responsibilities

• Own and manage technical support cases for high‑value customers, delivering timely, high‑quality resolutions.
• Resolve technical and functional issues quickly while anticipating potential problems to minimise downtime.
• Provide proactive guidance and best‑practice advice to help customers get the most from the platform.
• Stay up‑to‑date with new Anaplan features and complete Model Building Levels 1 & 2 each year.
• Document solutions and share knowledge via Confluence and ServiceNow.
• Mentor junior support staff and assist L1/L2 teams as needed.
• Partner with Customer Success and Product teams to ensure a seamless customer journey.
• Participate in on‑call rotations, including weekend coverage.

Required profile

• Fluent in French and English, both spoken and written.
• Proven experience in SaaS technical support, handling complex issues.
• Strong communication skills with a customer‑first mindset.
• Ability to multitask and perform under pressure in a fast‑paced environment.
• Experience using Salesforce or ServiceNow for case management.
• Willingness to work weekends on a rota basis.
• Self‑motivated, collaborative and committed to continuous learning.

Required skills

• Salesforce
• ServiceNow
• Anaplan (Model Building)
• Confluence