Leading-edge cloud software that enables you to easily create, manage and distribute your insurance products.
Platform Support Analyst – North America
Location
Canada
Posted
10 days ago
Salary
$60K - $80K / year
Seniority
Senior
Job Description
Platform Support Analyst – North America
INSTANDA
• 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.
Job Requirements
- 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.
Benefits
- Pay range: $60,000 - $80,000 USD/CAD
- Generous 28 vacation days, plus 10 US holidays per year.
- One 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 admin.
- Freedom Pass work up to 4 weeks of the year from anywhere.
- FlexiBank you decide when to use your public holiday allocation.
- We offer a full-suite of benefits including Healthcare, Vision, Dental, STD/LTD, Group Life + several other benefits.
- INSTANDA offers a 401(k)/ RRSP and matches employee contributions up to 3% of salary.
- All employees are included in the company discretionary bonus scheme
- Access to an Employee Assistance Program
- Annual learning & development allowance of USD/CAD$1,250
- Free access to LinkedIn learning and Microsoft ESI learning platform
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