Platform Support Analyst
New
I
INSTANDAInsurtech / SaaS
Canada. United States, PST/MSTFull-TimeMiddle
Salary60,000 - 80,000 USD per year
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Job Details
- Experience
- 3+ years
- Required Skills
- SQLJiraAzureCustomer serviceRESTful APIsTroubleshootingTechnical supportConfluenceSaaS
Requirements
- 3+ years’ experience in a SaaS-based customer service or technical support role.
- Strong conceptual, analytical, and problem-solving skills.
- Excellent written and verbal communication skills.
- 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.
- Ability to manage competing priorities in a fast-paced environment.
- Proven reliability and accountability in managing client relationships.
- Natural drive for self-learning.
Responsibilities
- Provide 2nd and 3rd line support for the INSTANDA SaaS platform.
- Triage, troubleshoot, and investigate client-raised issues.
- Communicate clearly and proactively with clients.
- Collaborate cross-functionally with Product Configuration, Engineering, and DevOps teams.
- Proactively monitor and act on system alerts.
- Contribute to internal and client-facing knowledge bases.
- Support continuous improvement of support processes, tools, and standards.
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