Platform Support Analyst, North America

We're pushing the boundaries of Insurance TechnologyINSTANDA is the world's first no code platform for Insurance. A pioneering Insurtech, we're revolutionizing the insurance industry by offering insurers a versatile tool to create, manage, and distribute digital insurance products. Our innovative technology empowers insurance carriers to adapt swiftly to market demands and navigate the evolving landscape. Our Technology is consistently recognized as the best policy administration platform for innovative insurers, winning awards in both the UK and US.Headquartered in the UK, with a significant presence in North America. INSTANDA has grown significantly in recent years and we are now a team of 200+ employees globally, with partnerships that operate worldwide. We're continuing to grow our business and our Platform Support team is at the forefront of our growth plans.Follow us to learn more: Instanda.com | LinkedIn | Twitter | YouTubeRequirementsAbout the Role 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. 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.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.At INSTANDA, we believe great problem solvers are curious by nature, take pride in their work, and care about getting it right. Our best team members don't just react - they anticipate, dig deeper, learn fast, and keep growing. Collaboration and curiosity drive everything we do.What You'll Do 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 alikeThe Kind Of Person Who Thrives Here 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 withRequirements 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 systemsNice to Haves Experience in the insurance industry Exposure to Microsoft Azure or similar cloud environments Experience working with APIs (using Postman, curl, etc.) Familiarity with SSL certificate management and DNS concepts Understanding of CSS/HTML, JSON, and XML Knowledge of JavaScript or scripting fundamentals Experience working within ISO27001 or similar information security frameworks A degree or diploma in Computer Science, Engineering, Math, or related fieldsBenefitsPay range: $60,000 - $80,000 USD/ CAD Generous 28 vacation days, plus 10 US holidays per yearOne Dynamic Day per month on top of your holiday allowance to spend time doing the things you want to do or simply catching up with life adminFreedom Pass work up to 4 weeks of the year from anywhereFlexiBank you decide when to use your public holiday allocationWe offer a full-suite of benefits including Healthcare, Vision, Dental, STD/LTD, Group Life + several other benefitsINSTANDA offers a 401(k)/ RRSP and matches employee contributions up to 3% of salaryAll employees are included in the company discretionary bonus schemeAccess to an Employee Assistance ProgramAnnual learning & development allowance of USD/CAD$1,250 Free access to LinkedIn learning and Microsoft ESI learning platforms