At a Glance
- Tasks: Provide 2nd and 3rd line support for the INSTANDA SaaS platform, troubleshooting client-raised issues.
- Company: Join INSTANDA's global Platform Support Team, known for its award-winning SaaS platform in the insurance industry.
- Benefits: Enjoy 28 vacation days, a Dynamic Day each month, and a full suite of healthcare benefits.
- Other info: Position based in North America, working within PST/MST time zones.
- Why this job: This role offers broad technical exposure, from SQL queries to troubleshooting APIs in a dynamic environment.
- Qualifications: Requires 3+ years in SaaS customer service, strong SQL skills, and experience with JIRA/Confluence.
The predicted salary is between 60000 - 80000 £ per year.
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 alike.
The 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 with.
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.
Nice 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 fields.
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 Microsoft ESI learning platform.
Platform Support Analyst, North America (PST/MST Time Zone) in London employer: Instanda
INSTANDA is located in North America and offers generous benefits like a 401(k) match and an annual learning allowance. The team values curiosity and initiative, fostering a culture of continuous improvement and collaboration.
StudySmarter Expert Advice🤫
We think this is how you could land Platform Support Analyst, North America (PST/MST Time Zone) in London
✨Join Local Tech Meetups
Get out there and mingle with fellow developers by joining local tech meetups. It’s a fantastic way to meet people who might be working at Instanda or know someone who does. Plus, you can pick up some trendy tech skills and trends while you're at it!
✨Contribute to Open Source Projects
Show off your coding chops by jumping into open-source projects. Not only does this give you practical experience, but it also gets you noticed in the dev community. You'll create a killer portfolio that speaks volumes about your skills to Instanda.
✨Tap into Online Developer Communities
Don’t underestimate the power of online developer communities like GitHub, Stack Overflow, and even Reddit. Participate in discussions, share your projects, and build your visibility. We can often find opportunities through these channels that can lead to a full-time gig at companies like Instanda.
✨Explore Job Boards Specifically for Tech Roles
Keep your eyes peeled on job boards that focus on tech roles. Sites like TechCareers or Stack Overflow Jobs can often have listings for companies like Instanda that might not show up on broader job sites. Make it a habit to check these regularly, and don’t hesitate to apply directly through our website!
We think you need these skills to ace Platform Support Analyst, North America (PST/MST Time Zone) in London
Some tips for your application 🫡
Show off your coding skills:When applying for a software engineering role, it's super important to showcase your coding skills. Make sure your CV includes your tech stack, any relevant programming languages you’re comfortable with, and examples of projects you've worked on. If you have a GitHub profile, link it up! We love to see code in action.
Tailor your portfolio:For a full-time role, we’d expect to see some solid examples of your work in your portfolio. Make sure to include at least two or three projects that highlight your problem-solving skills and your ability to work with different technologies. Focus on the projects that are most relevant to the position at Instanda.
Craft a killer cover letter:Your cover letter is your chance to stand out—make it personal! Explain why you want to work at Instanda and how your skills align with the role. Show us your passion for software development. We dig enthusiastic candidates who understand the value of collaboration and continuous learning!
Be clear and concise:When it comes to writing your CV and cover letter, clarity is key. Avoid jargon that could confuse us and stick to simple, direct language. Highlight your achievements with quantifiable results where possible, and keep everything easy to read. A well-organised application goes a long way!
How to prepare for a job interview at Instanda
✨Brush Up on Your Coding Skills
For a full-time software engineering role, it's crucial that we stay sharp with our coding abilities. Expect technical questions that might involve solving problems on the spot or discussing algorithms. Practise on platforms like LeetCode or HackerRank to get comfortable with the types of questions that often come up.
✨Know Your Tools and Frameworks
Make sure we’re well-acquainted with the tools and technologies listed in the job description. Familiarise ourselves with any specific frameworks or programming languages mentioned. If Instanda uses React or Node.js, for instance, be ready to discuss how we’ve used them in previous projects or coursework.
✨Showcase Your Projects
Bring along a portfolio that highlights our best work. This could be code samples, GitHub repositories, or any side projects we’ve built. Make sure we can talk through our thought process for each project, especially the challenges we faced and how we solved them—this shows our problem-solving skills in action.
✨Prepare for Behavioural Questions
While technical skills are key, full-time positions also require cultural fit. Be ready to discuss our previous experiences and how we handle teamwork, conflict, and deadlines. Brush up on the STAR method—Situation, Task, Action, Result—to clearly articulate our past experiences when discussing how we've contributed to a team.
