INSTANDA
Insurance Technology
PlatformSupportAnalyst,NorthAmerica(PST/MSTTimeZone)
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Platform Support Analyst, North America (PST/MST Time Zone) at INSTANDA. Skills: Platform support, Technical troubleshooting, Client support. Provide 2nd and 3rd line support. Triage client-raised issues”
Industry & Context.
Problem-solving; Analytical skills; Troubleshooting; Investigate complex issues; Reason through complex issues
What They're Looking For.
Must Have
3+ years experience SaaS customer service, 3+ years experience technical support, Solid working knowledge of SQL, Experience with customer support tools, Experience with JIRA/Confluence suite, Familiarity with structured logic, Familiarity with conditional expressions
Nice to Have
Experience in insurance industry, Exposure to Microsoft Azure, Experience working with APIs, Familiarity with SSL certificate management, Familiarity with DNS concepts, Understanding of CSS/HTML, Understanding of JSON, Understanding of XML, Knowledge of JavaScript, Knowledge of scripting fundamentals, Experience within ISO27001, Experience within information security frameworks
What You'll Do.
Provide 2nd and 3rd line support
Triage client-raised issues
Troubleshoot client-raised issues
Investigate client-raised issues
Resolve client-raised issues
Communicate proactively with clients
Update clients on progress
Investigate issues to root cause
Contribute to long-term fixes
Collaborate with Product Configuration
Collaborate with Engineering
Collaborate with DevOps teams
Monitor system alerts
Identify trends in alerts
Identify patterns in alerts
Suggest improvements to systems
Contribute to knowledge bases
Document best practices
Support improvement of support processes
Support improvement of support tools
Support improvement of support standards
How You'll Work.
Team & Collaboration
Cross-functional teams; Engineering teams; DevOps teams
Communication Scope
Written communication; Verbal communication; Translate technical concepts
Process & Methodology
Manage competing priorities
Full Job Description
### **We’re pushing the boundaries of Insurance Technology** INSTANDA 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](https://instanda.com/) | [LinkedIn](https://www.linkedin.com/company/5381928/admin/) | [Twitter](https://twitter.com/instandaF2X) | [YouTube](https://www.youtube.com/channel/UCIiNUWLHMXp016z-QJp5Cdg) **Requirements** ### **About 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 enter
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