Platform Support Analyst, INSTANDA

• You’ll thrive in this role if you’re someone who’s naturally curious about how things work, has a passion for solving problems, and can think clearly and logically when troubleshooting unfamiliar issues
• 3+ years’ experience in a SaaS-based customer service or technical support role
• Strong conceptual, analytical, and problem-solving skills — able to investigate and reason through complex issues
• Excellent written and verbal communication skills with the ability to translate technical concepts into everyday language
• Solid working knowledge of SQL (query writing, joins, etc.)
• Experience with customer support tools and the JIRA/Confluence suite
• Familiarity with structured logic and conditional expressions (e.g., IF/THEN statements) to support troubleshooting of platform calculations
• Works with a sense of urgency and is able to manage competing priorities in a fast paced environment, all while maintaining attention to detail and follow-through
• Proven reliability, consistency, and accountability in managing client relationships
• A natural drive for self-learning and an eagerness to understand new technologies and systems
• Curious by nature. You ask questions, explore patterns, and enjoy solving problems
• Analytical and observant. You notice small details that help you connect the dots others might miss
• Self-motivated. You take initiative, manage your own workload, and follow through with minimal guidance
• Calm under pressure. You can think logically even when multiple things are happening at once
• Communicative and empathetic. You can explain complex issues simply and clearly to clients and colleagues
• Organized and methodical. You value structure, process, and accuracy in everything you do
• Always learning. You’re driven to continuously improve your skills and your understanding of the systems you work with

Desirable

• We’re looking for a technically adept and self-motivated Platform Support Analyst to join our global Platform Support Team
• As part of INSTANDA’s award-winning SaaS platform, you’ll play a key role in ensuring our clients’ success by investigating and resolving a wide range of technical issues, identifying patterns, and helping drive continuous improvement
• This role offers broad technical exposure, from running SQL queries, searching Elastic logs, and identifying configuration issues to troubleshooting APIs, working with Azure resources, and managing client SSL certificates all while supporting enterprise clients across the insurance industry
• This isn’t just about resolving tickets; it’s about thinking critically, communicating clearly, and helping our clients in an environment where curiosity and initiative are valued as much as technical ability
• Provide 2nd and 3rd line support for the INSTANDA SaaS platform, triaging, troubleshooting, and investigating client-raised issues with a goal of resolving them independently whenever possible
• Communicate clearly and proactively with clients, keeping them updated on progress and outcomes
• Demonstrate curiosity and ownership by investigating issues to their root cause and contributing to long-term fixes, not just immediate resolutions
• Collaborate cross-functionally with Product Configuration, Engineering, and DevOps teams when escalations or defects require deeper investigation
• Proactively monitor and act on system alerts (e.g., Pingdom, Azure Alerts), identifying trends or patterns and suggesting improvements
• Contribute to our internal and client-facing knowledge bases, documenting findings and best practices with clarity and precision
• Support the continuous improvement of internal support processes, tools, and standards
• Bring a detail-oriented, structured approach to all work, ensuring consistency and reliability for clients and teammates alike