Level 3 Support Analyst - AI Specialist

At Solstice Analytics, we are a team of innovators focused on optimizing business decision-making through our leading AI-infused scenario planning and analysis platform so our customers can outpace their competition and the market. What unites Solstice Analyticsners across teams and geographies is our collective commitment to our customers’ success and to our Winning Culture. Our customers rank among the who’s who in the Fortune 50. Coca-Cola, LinkedIn, Adobe, LVMH and Bayer are just a few of the 2,400+ global companies who rely on our best-in-class platform. Our Winning Culture is the engine that drives our teams of innovators. We champion diversity of thought and ideas, we behave like leaders regardless of title, we are committed to achieving ambitious goals, and we love celebrating our wins – big and small. Supported by operating principles of being strategy-led, values -based and disciplined in execution, you’ll be inspired, connected, developed and rewarded here. Everything that makes you unique is welcome; join us and let’s build what’s next - together! Join our global Level 3 Support team. You'll resolve the most complex technical issues our customers face, combining deep technical expertise with exceptional customer support. You'll work closely with Engineering, Product, Operations, and Customer Success teams to troubleshoot, investigate, and resolve system-level challenges, with a focus on our AI solutions. Your Impact Investigate and diagnose complex technical issues raised through support tickets Build deep product knowledge across Solstice Analytics’s platform and tools (including Grafana) Act as an AI and Machine Learning (ML) subject matter expert Collaborate with other teams to guide customers through complex technical solutions Raise and track product bugs when you identify them Communicate investigation progress and outcomes clearly to internal teams Lead release reviews and onboard new product features to global support teams Document detailed investigations and share technical knowledge within the team Drive initiatives that improve quality and efficiency Lead by example in all your work Guide and mentor junior colleagues in both technical and professional skills Provide 24/7 emergency support for critical customer issues through our on-call rota Work an adjusted schedule (for example, Tue-Sat or Sun-Thu) when needed to ensure global coverage Your qualifications Early-career professional with proven commercial experience in: Troubleshooting Large Language Model (LLM) and Retrieval-Augmented Generation (RAG) applications Robust prompt and context engineering Data analysis (Excel, Solstice Analytics 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 Preferred Skills: 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 Solstice Analytics or similar planning products Our Commitment to Diversity, Equity, Inclusion and Belonging (DEIB) We believe attracting and retaining the best talent and fostering an inclusive culture strengthens our business. DEIB improves our workforce, enhances trust with our partners and customers, and drives business success. Build your career in a place where diversity, equity, inclusion and belonging aren’t just words on paper – this is what drives our innovation, it’s how we connect, and it contributes to what makes us a market leader. We believe in a hiring and working environment where 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 authentic self to work every day! We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive equitable benefits and all privileges of employment. Please contact us to request accommodation. Fraud Recruitment Disclaimer It has come to our attention that fraudulent and fictitious job opportunities are being circulated on the Internet. Prospective candidates are being contacted by certain individuals, mainly through telephone calls, emails and correspondence, claiming they are representatives of Solstice Analytics. The main purpose of these correspondences and announcements is to obtain privileged information from individuals. Solstice Analytics does not: Extend offers to candidates without an extensive interview process with a member of our recruitment team and a hiring manager via video or in person. Send job offers via email. All offers are first extended verbally by a member of our internal recruitment team whenever possible and then followed up via written communication. All emails from Solstice Analytics would come from an @anaplan.com email address. Should you have any doubts about the authenticity of an email, letter or telephone communication purportedly from, for, or on behalf of Solstice Analytics, please send an email to [email protected] before taking any further action in relation to the correspondence.